- Conduct 500-600 post-purchase follow-up calls daily as part of the 48-hour customer feedback process.
- Ensure adherence to the standardised calling script and protocols.
- Drive improvements in response rates and NPS performance through consistent and high-quality outreach.
- Accurately log customer feedback and escalate issues when necessary.
- Collaborate with internal teams to align on feedback trends and improvement areas.
Requirements:
- Strong verbal communication skills in English.
- Prior customer service or call center experience is a plus.
- Comfortable with high call volumes and performance metrics.
- Customer-focused with attention to detail and reliability.
Role Summary:
We are looking to hire Customer Service Support Executives to take ownership of our post-purchase customer engagement process, specifically the 48-hour follow-up call. This initiative aims to enhance customer experience, improve Net Promoter Score (NPS).
