Team Setup and Management: Establish and lead a customer care team for SmoothMaths, consisting of 4 members. Collaborate with 2 managers and 2 cross-functional team members. Ensure effective communication and coordination within the team. Communication Channels: Manage customer inquiries via email, live chat, social media, WhatsApp Business, phone calls, and website contact forms. Implement a system for handling live chat leads when offline. Process Implementation: Develop and implement clear processes for handling customer queries. Define KPIs for monitoring team performance based on the tools in use. Issue Resolution: Empower the team to resolve customer issues promptly and effectively. Establish clear steps for issuing refunds and managing user accounts. Authority and Decision-Making: Specify the level of authority the team has in handling various customer-related matters. Ensure the team can make decisions independently within defined guidelines. Utilizing GPT: Explore leveraging GPT for automating routine responses and enhancing customer interactions. Integrate GPT into the workflow to provide efficient and accurate solutions. Managerial Autonomy: Equip managers with the necessary tools and resources to improve team performance autonomously. Foster a culture of continuous improvement within the customer care team. Requirements:
Proven experience in setting up and managing customer care teams. Familiarity with tools for monitoring KPIs and improving customer satisfaction. Understanding of the mathematics education domain is a plus. Working Hours:
The team operates from 3-7 PM GMT. Proposal:
Fixed Time and Project: The selected candidate will spend a fixed time initially to equip the team. The goal is to ensure the team becomes self-sufficient after the initial setup. Submission Requirements: Respond with a detailed proposal outlining the steps you'll take to equip the team. Specify the fixed time you'll dedicate to this project. Provide a fixed price for the entire project.
