Job opening at Mumbai
Mumbai
Mumbai
Full Time
Any Graduate
500000 to 1000000
2025 Apr,14
Sakshi
sakshi.rathore@white-force.in
93299 31737
Role and Responsibilities
• Lead the team of Customer Love executive who answer consumer queries on various
channels such as Whatsapp, Email, Instagram, Calls, etc.
• Own Customer Satisfaction Score (CSAT) across all the channels mentioned above. And close
any escalations coming on the CL channels.
• Audit for quality check of tickets done by CL agents, and train them to keep a continuous
feedback loop of improving quality of responses.
• Understand consumer order journeys and business processes end to end, identify gaps in
both, to reduce the count of incoming tickets.
• Own Whatsapp Chatbot that’s the first line of response to consumers.
• Work with cross-functional teams such as Operations, Quality, Tech and Business to resolve
relevant issues related to order delivery, product, tech, or business operations.
• Own campaigns (on Whatsapp and Calls) to collect consumer feedback, opt-ins for new
product development, and other such proactive communication.
• Prepare data of consumer insights to be shared across cross functional teams, that’s
collected from consumer feedback from various CL channels.
Preferred skills and qualifications
• Bachelor’s or Master’s degree (MBA from a Tier 2 college preferred)
• Great verbal & written communication skills
• Ability to anticipate & prevent, rather than just react & resolve
• Ability to use basic IT tools: spreadsheets, documents, Emails, WhatsApp
• Ability to learn specific IT tools: fairly simple ones (preferred if already worked on FreshDesk,
Limechat, etc.)
• MS Excel (Beginner Level)
Apply now-
sakshi.rathore@white-force.in
9329931737
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