· Driving Customer NPS
· Escalations Management
· Real-time follow-ups with the drivers to improve performance
· Improving delivery success rate and customer returns collections performance.
· Ticket closure activity
· Stakeholders management
· Customer calling activity to reduce the fake attempts from the delivery team
· Ensures all the operational SOPs are followed.
· Implement and drive all the initiatives to improve customer experience and conversion
· Supporting other team members’ activities
Competencies - Behaviours, Attitude, Knowledge, and Skill desired for the role:
· Proven customer support experience or excellence as a Client Service Representative
· Strong phone contact handling skills and active listening
· Familiarity with any ticket closure tool or CRM system and practices
· Excellent communication and presentation skills
· Ability to multi-task, prioritize, and manage time effectively