Senior Manager - Customer Experience - EdTech

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