Get to know our Team:
We are The Enabler of ID Customer Experience team with the goal to improve overall Grab customer experience and satisfaction. Problem solver is in our DNA
Get to know the Role:
Analyses contact centre CSAT and DISSAT, scrubbing DISSAT for actionable items related to agent improvement and work towards reduction of DISSAT score.
The day-to-day activities:
- Set up process for DISSAT analysis – detailed collection, aggregation, reporting and analysis of specific customer transactions that was identified as Dissatisfaction by customers through the Grabber Rating survey
- Proposal for monthly action items to improve dissatisfaction score
- Work cross functionally with Operations team to roll out campaigns to reduce dissatisfaction on identified areas
- Work closely with QA analysts to work on coaching agents for improvement leading to reduction of Dissatisfaction score
- Monthly report on progress
- May require periodical call out to customers to understand reason for Dissatisfaction
- Work cross functionally with Operations team, Quality and training team to roll out initiatives to improve dissatisfaction score
The must haves: