Roles & Responsibilities : - Ensuring to resolve all social media & learner grievances are addressed and solved by talking to the learners and cross functional teams. - Ensuring that service problems are resolved within TAT and tickets are tagged to respective teams (Queries, Requests and Complains), records of Customer Interactions are maintained - Ensuring Identifying Gaps, Promoting initiatives to Improve the processes and ROI and driving their implementation - Handling Adhoc Responsibilities - Ensuring to achieve SLA targets to meet Customer Satisfaction and enhancing Customer Experience - Sending daily/weekly/monthly performance dashboard - Performs other job-related duties as assigned. - Improve the structure around customer resolution and complaint management, thus driving Root Cause Analysis activities. - Should be able to take the escalation calls with learners and have the capability to handle tough conversations Skills Required : - Excellent communication skills - verbal and written - Deep understanding of requirements specifically around complaints handling and resolution - Deep Understanding of the EdTech Space, Customer Service function and current Market trends - Long Term Vision and Leadership Quality - Proven Track record of successfully leading a team - Capability to Build Rapport with clients and respective Stake holders and Effective Team Management - Process and Compliance Formulation and Adherence - Strong Analytic and Reporting Skills - Use Root Cause Analysis findings to drive change and improvements.

Mumbai

upGrad - Assistant Manager - CSAT & Grievance 

upGrad - Assistant Manager - CSAT & Grievance  ,Job Description for upGrad - Assistant Manager - CSAT & Grievance  in Upgrad in  Mumbai for (5-7) years of experience. Apply Now!

Job Description for upGrad - Assistant Manager - CSAT & Grievance  in Upgrad in  Mumbai for (5-7) years of experience. Apply Now!