About the Role
Job description
• 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
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