Roles and Responsibility

Making PSF (Post Service Feedback) and follow-up calls

Capture customer experience in detail based on given parameters

Understanding the DSAT and able to providing solution

Ensuring customer experience by using problems-solving skill

Able to handle the escalation calls

Complaint Management

Follow ups with Business on DSAT and ensuring closure with Satisfactory Note from customer

To maintain & update all the documents and processes

Preparation of Scorecard and CSAT dashboard

Hands on SOM tool, NPS tool, Feedback tool (company will provide the training)

Maintains overall objectivity in supporting consistent and superior customer service

Identifications of cases failing to meet pre-defined SLA with the help of CSAT

Preparing RCA and connecting to concerned team to take corrective measures and reduce the number of escalations

To maintain Quality and to reduce data discrepancy.

Ensure adherence to process SLA

Perform other duties as assigned