Address- Supports Head Customer Service in managing the comms and scripts used in all types of customer service related communications.
- Champion is drafting SOPs and documenting all customer service related activities.
- Preparing product and process training modules.
- Create, implement and oversee customer service related communication programs.
- Coordinates with marketing team on all scripts used to ensure brand tonality is maintained across all comms.
- Manage all service comms related templates for all channels (SMS, WhatsApp, Email etc.)
- Random audits on emails sent by CSEs and act as a coach in drafting emails of high standards.
- To be part of all product discussions to identify events of communications required keeping customer and regulatory requirements in mind.
- Initiate customer awareness campaign as per regulatory requirements.
- Drive CSAT/NPS (transactional & relational) adherence on all servicing channels
- Coordinates with compliance team to ensure all regulatory requirements are satisfied on customer service related disclosures.
