Job/Soft skill training

Health insurance

Office cab/shuttle

International/On-site exposure

Cafeteria

Professional degree assistance

Child care facility

Free meal

Office gym

Recreational activities

Annual leaves

Relocation bonus

Mental health wellbeing

Career break/Sabbatical

Annual health checkup

Paternity leaves

Mobile bill reimbursements

Joining goodies

Maternity leaves

Gifts on festivals

CARS24  Reviews by Employees

Evaluation Engineer

Retail Associate

Retail Manager

Senior Retail Associate

Key Account Manager

Team Lead

Relationship Manager

Procurement Associate

Sales Associate

Zonal Manager

Evaluator

Sales Executive

Associate

Sales Manager

Assistant Manager

Quality Analyst

Quality Inspector

Territory Manager

Senior Associate

Retail Store Manager

Workshop Manager

Retail Sales Associate

Senior Sales Associate

Front Office Executive

Deputy Manager

Senior Executive

Senior Manager

Operations Executive

Manager

Junior Coordinator

Retail Sales Executive

General Manager

Inspection Engineer

Senior Evaluation Engineer

Business Analyst

Coordinator

Operations Associate

Operations Coordinator

Operations Manager

Team Lead Operations

Software Engineer

Data Analyst

Finance Executive

Senior Sales Executive

Technical Retail Associate

Software Developer

Driver

Sales Officer

Hostess

Data Scientist

Senior Coordinator

Evaluator Engineer

Yard Manager

Territory Sales Manager

Sales Advisor

Senior General Manager

Program Manager

Telecalling Executive

Procurement Executive

Sales

Software Development Engineer II

Telecaller

Quality Evaluator

Senior Relationship Manager

HR Manager

Product Manager

Inventory Manager

Senior Retail Manager

Executive

Associate Director

Zonal Sales Manager

Accountant 

Service Advisor

Data Entry Operator

Sales Consultant

Customer Service Executive

Area Sales Manager

Valuation Engineer

HR Intern

Quality Engineer

Business Development Executive

Team Manager

HR Associate

Project Manager

Senior Software Engineer

Software Development Engineer

Technical Lead

Senior Territory Manager

Sales Team Leader

City Head

Team Leader (Technical)

Collections Manager

Product Designer

Intern

Mechanical Engineer

Automobile Engineer

Store Manager

Graphic Designer

Credit Executive

Data Engineer

What will you drive? Grievance Handling & Resolution: - Own end-to-end grievance management with targets on TAT, CSAT, FCR, reopen and escalation rates. Ensure fast, empathetic resolutions via call center and ticketing platforms. - Proactive training and handling of new products & processes for grievance associates and call centre agents- including continuous creation & updation SOPs, FCR scripts, best practices, campaign dispositions/fields, CRM fields etc NPS Ownership: Drive NPS survey design, data collection, and analysis. Generate actionable insights from promoters, passives, and detractors to improve products, services, and customer journeys. - Customer Insight & Analytics: Analyze top complaint categories/sub-categories and initiate process or product improvements. Share regular dashboards and insight reports with stakeholders. - Call Quality & Agent Performance: Lead call quality audits and scoring to enhance agent effectiveness, FCR, and customer satisfaction. Drive ongoing training and coaching based on quality insights. - Reviews & Ratings: Monitor and influence online reviews across platforms. Implement initiatives to increase positive ratings and reduce negative feedback through timely intervention and resolution. - Vendor Management: Manage vendor relationships to ensure compliance and performance against targets - Operational Excellence: Improve inbound metrics like AHT, FCR, abandon rate, and callback SLAs. Implement automation and best practices to boost overall service efficiency. Who are we looking for? - Overall work-experience of 4+ years with 2+ years of experience in grievance handling/ Call centre inbound operations/ NPS improvement / project management detail oriented - Strong verbal and written communication skills - Preferred experience in start-up environment - Vendor Management experience, especially with call centers - Experience of working with CRM tools like Zendesk - Proficient in Excel/Gsheet

Gurgaon/Gurugram

CARS24 - Manager - Customer Experience 

Job Description for CARS24 - Manager - Customer Experience  in CARS24 SERVICES PRIVATE LIMITED in  Gurgaon/Gurugram for (3-8) years of experience. Apply Now!

CARS24 - Manager - Customer Experience  | iimjobs.com