Key Responsibilities

• Collect and analyze customer feedback across various customer touchpoints.
• Identify recurring customer concerns and service-related gaps.
• Coordinate with the CRM team to develop and implement corrective action plans.
• Act as the single point of contact for receiving and managing customer complaints.
• Record customer complaints accurately through In-Moment Calling, 3rd-Day Feedback, and 1-2-3 In-Moment Scores.
• Ensure timely resolution of complaints within defined Service Level Agreements (SLAs).
• Track complaints through closure and conduct post-resolution follow-ups to confirm customer satisfaction.
• Contact lost and dropout customers to understand reasons for non-conversion.
• Analyze lost cases and identify key areas for improvement and customer retention.
• Coordinate with the Service Manager, Workshop Manager, and CRM team to implement corrective actions.
• Maintain accurate customer records, including updating email IDs based on email bounce reports.