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13/11 HR
HR at Michael Page

Views:2152 Applications:196 Rec. Actions:Recruiter Actions:0

Head - Customer Service - eCommerce (12-15 yrs)

Delhi/NCR Job Code: 175406

Discipline: Banking

Subsector : Client Services

Location: Delhi NCR

About our Client: Our client is one of the leading eCommerce firms in India. Due to rapid expansion in their business, they are looking for a senior professional with strong experience working in an MNC environment to help them take customer service to next level.

Job Description: Reporting into COO, you would be part of key leadership team in the organization, combining strategic thinking, analysis and planning of a large team.

You would also be responsible for:

- Enhancing customer experience across all channels including inbound calls, emails, customer queries etc. managing a team of over 1500 people.

- Promoting teamwork, team empowerment, and skill development while leveraging frontline leadership effectiveness to help rapid growth of the team.

- To monitor performance of the team to achieve set goals for leading performance indicators and to strive for improving operational efficiency of the team on a continuous basis.

- To establish a culture of extraordinary customer care across the team in achieving exemplary service experience for the customers.

The Successful Candidate:

- MBA from Tier-1 B School with over 12 years of experience working in a similar role with an MNC organization

- Strong Operations Management Experience with large span of control is mandatory

- Strong Process Orientation with very good understanding of customer service for Indian market

- Proven track record of managing large teams (~1500 people)

- Ability to operate in a fast paced environment and take risks

- Ideal candidate would have a very strong customer focus and would work towards improving operational efficiency to ensure customer delight

What's on Offer: This is an excellent opportunity to develop your career within one of the fastest growing e-commerce firms and be a part of their strategic expansion.

The Apply Button will redirect you to Michael Page's website. Please apply there as well.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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