Customer Service Manager - Automation & Self Help Details Designation: Customer Service Manager II Core Areas: Customer First Approach, Customer Service Design, Workflow Automation, CS Auto Bots Qualification: - Graduate/Postgraduate with at least 2 years relevant experience in Customer Service Design Your Role Implementation of Customer Self Serve and Auto Bots Create design workflow for Self service options for customers to improve the experience Create and implement Customer Service Auto Bots to resolve complex problems in a structured Monitor effectiveness of bots and self serve tools, understand customer feedback and take corrective action/iterations Ensure BCP plan for self serve and auto bots CS Design Map overall customer journey, milestones and identify necessary interventions to improve customer experience and reduce contacts Review Customer Service SOP and workflows timely to ensure its updated as per business and customer requirements What We're Looking For People with an endless curiosity and hunger to learn Owners who will think of Zepto as their own venture Operators obsessed with customer experience
