• Analyze ‘Why customers call us’ and how can we make it easier for our customers to deal with us (e-channel promotion, call/email contact analysis)
• Working closely with export/import teams to improve customer experience by improving our ‘First contact resolution’ success ratio.
• Improving end to end customer experience by working closely on Case Management and data from it
• Work closely with teams to improve our existing onboarding program for new/returning customers
• On board more customers to import over view and manage delivery order
• On onboarding new customers & re onboarding customers who are doing business with us after a long gap (3 months)
• Help the current team with day to day responsibilities.
• Drive accessibility of the cluster by doing call analysis.