CUSTOMER LOVE MANAGER ( TL CUSTOMER SUPPORT)

Job description

Role: Manager - Customer Love and Consumer Insights
Reporting To: Shikhar Srikantiah – Head of Customer Love
Experience: Minimum 2-5 years (preferably in Customer Support/ consumer related work)
Location: Andheri East, Mumbai
Working Days: Mon – Sat (6 days working)
About the Company
Who we are
At The Whole Truth, our mission is to ‘re-build the world’s trust in its food’. We believe consumers
have lost trust in big-food companies because they’ve been selling half-truths for ages. We believe
the only way to remedy this, is for someone to stand up and speak the whole truth. Warts n’all.
What we do
We are India’s first (and perhaps only) 100% Clean Label food company. What that means is we
make food so clean, (only) we can declare each ingredient proudly upfront. #nothingtohide.
About the job
The Whole Truth is one of the fastest growing and most loved brands in the country. We get this
love because we are authentic: what we say is what we think is what we do is who we are. We also
get this love because we live our values, one of which is Consumer is family.
Customer Love
The Customer Love (CL) function is at the forefront of consumer interactions at the company - both
reactive and proactive. Everyone in this function is responsible for guarding the consumer
experience pre, during and post- purchase.
But CL at The Whole Truth isn’t like customer support elsewhere. Because we believe every 1-1
interaction (especially one which starts with a negative experience) with the customer is an
opportunity to make them feel loved, and win them for life.
We go to the root of the problem to give the best resolution, and feed this knowledge internally so
we try and not repeat the same mistakes again.
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)

MAIL-aashima.tharwani@white-force.in

CALL-9201975265