Consumer Insights Specialist

Key Responsibilities:

● Manage and lead a team of Customer Service Executives across email/Chat/Voice, and other support channels.

● Drive team performance against key metrics such as CSAT, Productivity, Quality, SLA and Adherence.

● Conduct regular coaching, feedback sessions, and performance reviews to enhance team effectiveness.

● Monitor daily operations and ensure timely resolution of customer concerns and

escalations.

● Collaborate with cross-functional teams including Logistics, Product, Repair, Installation and Category teams to improve customer experience.

● Identify process improvement opportunities and drive operational excellence initiatives.

● Prepare and analyze performance reports, identify trends, and recommend corrective actions.

● Ensure compliance with company policies, SOPs, and quality standards.

Eligibility Criteria:

● Minimum 2 years of experience in Customer Service/Experience role (Current designation- Senior. Consultant or above).

● Strong understanding of customer service operations and performance management.

● Good analytical, communication, and stakeholder management skills.

● Proficiency in Excel/Google Sheets and reporting.

● Demonstrated ability to lead and motivate a team.

Preferred Skills:

● Problem-solving and decision-making abilities.

● Customer-centric mindset.

● Experience handling escalations and driving process improvements.

● Ability to work in a fast-paced environment.