• Head - Customer Experience - Startup Jobs in Gurgaon,India - 23808201

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  • 10 - 20 Years
  • Posted : above 1 month

Job Description:

We are looking for a dynamic individual who can lead Customer Experience function for the Spinnycom

- Customer Experience/ Customer Delight (Ecommerce Call Centre)Responsibility

- Head Customer Service will be responsible for overall metrics of the customer support department

- Scale both Fulfilment Operation and Customer Experience Support process

- Re-engineer existing processes to improve NPS and Brand Loyalty of customers by conducting regular audits and detractor surveys Transform the operations/ process for better customer satisfaction experience

- Execution of quality across various sub-functions to ensure promised customer experience across all care channels

- Determine operational needs by analysing quality impacting issue and derive action plan to drive improvement Drive process improvement programs by innovating and sharing best practices- Continuously enhance Customer Service Experience and improve fulfilment operations of the ecommerce company

- Empathize with every aspect of the customer experience, putting customers needs first

- Manage PS (Performance Standard) and CPS (Critical Process Standard)- Manage customer escalations & drive basis discipline on the floor Resolve operational issues and escalations within the stipulated TAT (turn-around-time)- Monitor and publish variance against set service SLAs / TATs and immediate escalation for any quality deficits and short falls in performance

- If required, conduct trainings, business reviews and proactively suggest solutions to common customer challenges- Support the leadership team on ad-hoc projects from time to time such as potential identification and recommendation of service touch points basis existing inputs

Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 13th Apr 2020

Key Skills:

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