CM Recruitment at Recruitment Firm
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Senior Manager - Customer Experience - EdTech (6-10 yrs)
You will work as a Sr. Manager Customer Experience to improve the learning experience for students that directly impacts the lives of millions of Learners across the country.
ROLES & RESPONSIBILITIES:-
- Closely working with the founding team to Improve the processes & customer experience
- Minimising Customer Escalations through Chatbot and other automations
- Working on AI improvements to increase the FCR%
- Improve Net Promoter Score (NPS)
- Improve internal team efficiency through automations using IVRS(Cloud calling Solutions)
- Reduce the ticket volume by improving the existing processes and automating wherever possible
- Repeat Analysis
- FRT/TAT implementation to improve the process Service Level Management (SLAs)
- DSAT Analysis to improve the CSAT%
- Setting up the reporting structure to improve the basic hygiene
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