We believe that anything is possible when we continuously evolve. We are constantly challenging and doing totally new things to bring the best of India to everyone. With new formats, cutting-edge technology, and the highest quality standards – we are always embracing the latest innovations, fresh thinking and big ideas.
YOUR KEY RESPONSIBILITIES ● Systems and Automations: 1. Develop & implement a long-term plan to increase efficiencies through automations on CS systems 2. Continuously assess, evaluate and implement existing and new technological solutions that can help improve system efficiencies & team’s performance, including leveraging AI solutions specific to CS 3. Evaluate in-market tools for systems including but not limited to Chats and Voice support; know the incremental capabilities and gaps compared to the one in use 4. Strategize and execute 100% system backend for launches and big events 5. Work with existing partners to ensure that we derive maximum of their system capabilities and plan enhancements where possible 6. Be the custodian of all CS processes and maintain system level process updates, versioning to manage all process changes for partner vendors across geographies 7. Managing credentialing for partner team agents across systems 8. Explore newer integration opportunities for existing systems to strengthen CS operations (eg. integrations with tools like Jira/WFM) ● Reporting: 1. Generate reports for leadership, both broad and detailed, sharing volumetrics, voice of customers, insights into opportunities and gaps, including but not limited to CS performance. This extends to various weekly, monthly and periodic operational reports 2. Support the CS team’s data analysis, understanding of metric definitions on various tools, in context to our process 3. Evaluate tools and databases to deliver accurate reporting 4. Track and maintain data integrity across multiple tools and workflows; identify and resolve data inconsistencies.Read more
We believe talent is all around us, so every year we invite aspiring writers of all ages and backgrounds, locations and genders to join our Star Writers Program.
We have an incredible connection with our people. We are always working to understand their loves, their dreams and how we can help them do and be more.
Imagination is the heart of everything we do. We create new possibilities and open up new ideas. We pride ourselves on being a hothouse of creativity.
We care for our colleagues, our communities and our country. We believe in the power of using media as a force for good by creating content that has a positive impact on society.