Zopper - Manager - Customer Delight

- Managing the escalated complaints from customers ensuring the end to end resolution.

- Front facing the agitated customers and delivering trust on Zopper.

- Internal stakeholders management by ensuring proper and timely flow of information.

- RCA and CAPA (Corrective and Preventive Action) implementation.

- Quality audits of call center / helpline.

- Conducting feedback sessions and trainings for continuous process improvement.

- Driving NPS by ensuring customer delight.