Shortlister Spotlight: Meet Dipti Worlikar, Customer Care Manager

customer care

Shortlister Spotlight: Meet Dipti Worlikar, Customer Care Manager

1417 1224 Shortlist

In this instalment of Shortlister Spotlights (a Q&A series to get to know some of our team members) meet Dipti Worlikar, our Customer Care Manager from Mumbai office!

At Shortlist, we love building our team almost as much as we love building yours! 

We have some pretty amazing people across our three offices who have a real passion for what they do and for the Shortlist mission.

Read to know more about Dipti’s Shortlist journey. 

Tell us about your life at Shortlist.

I joined Shortlist on 3rd Jan 2019, so it was like a new year, a new company for me. I wanted to work with a start-up and was excited to join the team.

I work in an individual contributor capacity at Shortlist. As a Customer Care Manager, I assist candidates with their queries and make sure that the service levels are up to mark. At Shortlist, we listen to the applicant’s problems. It’s essential to follow up on feedback promptly and handle complaints gracefully and craft tailored messages for candidates issues. We actively seek to understand our candidates’ needs and take steps to resolve their problems.

We measure how much our candidates value what we do by measuring our NPS (Net Promoter Score), and CSAT (Customer Satisfaction). These help us understand how the candidates review our product, people and processes.

When you were little, what did you want to be when you grew up?

When I was a kid, I was unsure of what I wanted to become. Thoughts and interests keep on changing as we learn new things around us. In college, I wanted to be a remote sensing expert; however, it did not work out. I ended up completing my management studies and working in corporate.

What is your professional background, and what were you looking for in your next career step when you found Shortlist?

My core expertise is operations and service management (basically into Service Desk, Incident Management / Change management). I am an ITIL V3 certified into service desk management and have experience working in IT, e-commerce, and financial services.

I decided to take this role as a Customer Care Manager with Shortlist due to the key responsibilities to manage the overall desk alone and in an altogether different industry. It was a very new and different experience for me.

How has your current role impacted you?

This role has impacted me so much. I have learned so many new things in customer care, as it is a different industry for me, from managing data and analytics for the candidates to developing a good knowledge and understanding of NPS which helps the team to understand the candidate experience in their journey on the Shortlist platform.

What’s your professional superpower?

Responsiveness – as a Customer Care manager, I can connect with any team and try and help them when they are stuck anywhere.

What are three words or phrases you would use to describe Team Shortlist?

Transparency, Dedication, Boundless energy.

customer care

What is your favourite Shortlist value and why? Learn more about our values here!

#Oneteam is my favourite Shortlist value. Most teams struggle with functioning well as one team or one unit, but we have done it so well at Shortlist, we are exceptional at identifying problems and fixing them together as a team.

Why is the Shortlist mission important to you?

I find Shortlist’s mission important as Shortlist helps candidates find their dream jobs with companies and take their career to the next level.

So Dipti, what do you like to do outside of work?

I like travelling, spending time with my daughter answering all her questions (a BIG task for me 😅) and watching movies. I have been interested in learning a new language and am trying to learn Spanish currently.

What are you currently reading, watching, or listening to?

I am currently reading Life Tweets by Dr Mihir Parikh.
Because of lockdown, I am catching up on thrillers I love watching on Prime and listening to Hindi music.

We like to give (virtual) high fives to recognize our team members when they do something awesome. Now is your chance to make a public high five to a fellow Shortlister:

I would like to thank:

Grace, Brenda from Kenya team thanks for all your support, you guys are always there when I need you and are a superb team to work with.

Lotika and Shriya, you guys are the best, thanks for your support.

Venkat, Adhip from tech team for always being there.

Aratrika from HR team for all the support she extends to the Shortlist family.

Thank you, Dipti! We’re so glad to hear your experiences on Team Shortlist.

Did reading about Dipti’s experiences make you want to check out the rest of our squad? Check out the rest of our crew here.

If you would like help building your team, let us help you. Shortlist offers a wide range of recruitment solutions that help companies build great teams.

If You Are Hiring, Let us Help You

Looking for Job? We can help