National Head - Customer Care - Online B2B Marketplace

National Head Customer Care

The opportunity is with India's largest b2b online market place

The position Holder shall be responsible to exhibit unparalleled Customer service delivery. S/He should engage the customers right from making the first contact and continuously service their requests within agreed TAT.

He / She will be responsible to educate the customers by providing regular / timely updates on the offerings by the Company.

Job Profile:

- Manage PAN India Customer Service Delivery operations.

- Responsible for the performance of Customer Service team.

- Reduce CSD Service Opex cost through constant process improvement, customer education and automation.

- Reduce Overall Cost to serve per customer by effective capacity Planning & bringing improvement in the Processes.

- Ensure achievement of defined renewal ratio for both catalog and BL

- Improve the efficiency and effectiveness of customer complaint resolution system

- Develop SOPs, SOW and workflows for Process Improvement and test products before launch.

- Engage with Internal Stake holders to execute planned objectives and resolve bottlenecks.

- Engage and liaise cohesively with Cross functional teams like Marketing, Sales and Production to ensure seamless service delivery.

- Responsible to prepare & manage the training calendar to deliver Initial & refresher trainings in the areas of Product knowledge, Soft Skills and Process changes / reinforcements.

Qualifications: B.Tech/ MBA

Experience:

- Must have experience of setting up Workflows, SOPs, SOW and KPIs for customer service Delivery.

- Should have clear understanding of Customer delivery Matrix.

Required Skills:

- Person should be well managed with an eye for detail

- Should be IT savvy and process oriented.

- Excellent verbal and written communication and presentation skills.

- Must have deep desire to work and succeed in a growing organization with total commitment and sense of job ownership.

- Should be able to work as a Team together with the Business Unit Heads.