A popular Indian ice cream brand with a widespread presence across India, supported by thousands of retail touchpoints and flagship parlours, required a dedicated customer service function to efficiently handle customer queries and complaints through calls and emails, capture relevant customer information, and route service requests to the appropriate teams.
Assembled an experienced team with specialized product and customer service training to manage inbound customer interactions. Designed and implemented structured inbound call scripts and scenario-based email templates to enable effective enquiry and complaint management, accurate information capture, and timely routing of service requests to the respective teams.
