Address- Coordinate with multiple stakeholders across Product, Tech and Business teams to understand the platforms, systems and architecture for information process flow.
- Evaluate and prioritise opportunities for improvement by quantitative and qualitative insights generated by ticket journeys, survey out calling, etc.
- Basis opportunities identified, look at ways to prevent the issue from happening and subsequent need for customers to reach out to us for resolution.
- Manage customer tickets ,Service Level Agreement (SLAs) and provide resolution
- Maintain the ticketing decision paths, templates in the Customer Service ticketing tools; regularly reviewing to ensure accuracy and relevancy.
