• Manager - Customer Experience & SCM Design - IVR Process - Internet/Online - IIM/ISB/MDI/FMS Jobs in Gurgaon,India - 23860018

  • Talpro

Job Description:


- Experience of working in Customer Centric roles with experience of handling Customer Care Operations/Projects

- Improve Customer service experience, create engaged customers and facilitate organic growth

- Identifying, designing and implementing sustainable and scalable improvements in existing processes

- Conduct RCAs of customer issues and collaborate with operations and Supply Chain to solve for these issues

- Engage with multiple stakeholders for improving customer experience

- Study different processes, drive standardization and eliminate non value added activities

- Define success metrics for projects, monitor project pilots and ascertain project success/failure

- Coordinating development of tech products with the product team in line with the process requirements


- Bachelors / Masters Degree in any discipline

- 5+ years of experience in Customer Experience Improvement

- Excellent analytical & problem solving skills

- Green belt and Black belt certifications preferred

- Basic SQL Data Extraction skills

- Well versed with functioning of CRM softwares

- Good Project management experience

- Ability to influence other teams and align them towards the common goals

Experience 3 to 8 years

Locations Gurgaon

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 20th Apr 2020

Key Skills:

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