Job Description

About The Cloud At The Cloud, we empower underutilized kitchens and restaurants across the world to make the most of their resources and increase the number of orders, by using the latest technology, online marketing, and a creative approach. Our Purpose is Maximizing Kitchen Efficiency and Delivering Happiness to our customers. Job Purpose The Customer Success Manager is a strategic and supportive partner for our customers at every stage of their order. They're focused on building their teams, building customer loyalty to ensure the best customer experience and customer retention. Key Responsibilities and Tasks Make sure all Call Center SOPs are compiled & updated Employee Onboarding and setting expectation's and conduct training session Prepare Training plans and Evaluations Make sure all data in call centre protected and followed thoroughly (procedures set by CTO) Ensure all the customer complaints are handled and resolved Analyse Complaint Logs and Prepare Actions for Improvement Ensure 100% adherence to all Call Center SOP's and checklist Maintain a CRM system for the customer database and continuously update from various sources such as website, online delivery platforms, direct, etc. Create customer acquisition and retention programs to increase organic customer retention and repeat orders (reactivation campaigns) Regularly visits the portals to handle the reviews and get the negative reviews removed from the portal Prepare & submit reports such as: call reports, complaints related, brand ratings, customer retention, reviews related etc. and share the analysis with management on key metrics Work closely with the team and ensure the team maintain highest level of quality of work Contact customers for their valuable feedback and lay down communication plan Share observations with the Team Leaders and HOD for customer's behaviour and suggest improvement plans Analyse the mystery shopper report and share feedback Any other Tasks assigned as per operations requirement Qualifications Bachelor's degree in marketing, business, or related field Experience 5+ years' experience in Customer Experience in a customer focused organization. Competencies Leadership Skills Customer Focus Analytical skills Problem solving skills Teamwork Time Management Written and verbal communication Integrity Job Types: Full-time, Permanent