Customer Success Manager - Escalations - eCommerce Firm

. Responsible for QRC Management and resolve all complaints as a single touch point.

- Manage the team of escalation specialists - inhouse and partner employees

- To standardize Email responses to ensure accurate information is passed on to the customer

- Handle Level 2 requests and complaints

- Monitor Accuracy of reports and ensure all the required reports are sent as per timelines

- Analyse relevant data to determine customer service outputs

- Identify and address training needs for L0s, L1 and L2s

- Co-ordinate and partner with different departments and business teams wherever required

- Ensure all the processes are followed as laid down to deliver world class experience

- Improve customer service processes on ongoing basis

- Work with technology and product teams to create robust system to handle complaints

- Build SOPs and Processes for future to support ease of business

- Lead Social media escalations vertical to drive experience

1. TAT - TAT Adherence on QRC Attributes

2. Customer Satisfaction Scorecard

- CSAT Score as per agreed benchmark

3. Reduction in Complaints

- Absolute Count Reduction

- % Complaint to Number of Customers

4. Contact Centre

- Building robust system and technology to support agents

- Toll Free Inbound - reduction in complaint calls