Job Description

Investigate root causes of detractor feedback daily and meet defined investigation targets. Conduct follow-up calls with customers to confirm resolution of closed DSAT (dissatisfaction) complaints. Ensure timely closure of DSAT tickets from the previous month and maintain a closure rate of over 95%. Process KPIs Maintain 100% SLA compliance for case handling within prescribed timelines. Provide Root Cause Analysis (RCA) for DSAT tickets, ensuring RCA is completed for all applicable cases. Follow up on aged tickets weekly and ensure each receives a minimum of one update per week. Customer KPI Contribute to achieving the CSAT (Customer Satisfaction) score target ( 4.85) through accurate updates and effective resolution practices. Compliance KPIs Adhere to the schedule, with over 90% compliance on presence and shift timing. Ensure proper documentation of call outcomes based on audit sampling. Avoid audit observations through compliance with quality and communication standards.