Feb 2022 – Feb 2023 · 1 yr · Bengaluru, Karnataka, India · On-site

• My job involves providing high-quality customer service by following standard operating procedures (SOPs) and acting as customers' point of contact (POC) to ensure their satisfaction.
• I've helped over 700-1000 leaders during their transition process, supporting them in pursuing academic and personal excellence over the phone.
• I monitor students' academic progress reports and strategize to improve performance.
• I'm responsible for managing multiple campaign implementations, ensuring they are completed on time while adhering to all scopes and contributing to continuous process improvement to further product development.
• I collect feedback from customers to improve our products.
• I prioritize complaint resolution by being a detail-oriented problem solver with effective L1 and L2 troubleshooting skills to resolve issues on the initial call and avoid escalation, ensuring prompt customer satisfaction within established TAT and meeting the SLA.
• I liaise between customers and L3 Technical/Logistic/Retention/Finance teams for further escalations.
• I document customer interactions, reports, and logs.
• I provide the Order Management Team with necessary customer details for the delivery process.
• I train and mentor team members.
• I'm responsible for handling the Net Promoter Score (NPS) project, including data collection and calculating the rating. I take care of detractors, lead to issues, and resolve them effectively and in time.
• The tools I use for these tasks include Salesforce, Ameyo, UX Achieve, Orderhive, UxOS, OMS, LeadSquared, and Freshdesk.