Assistant Vice President - Customer Service - BPO/ITeS

We are hiring professionals for the role of Assistant Vice President - Customer Service for Lower Parel, Mumbai location.

PFB the job details:

Brief:

Qualification - Graduation/Post Graduation

- Experience - Min 10 Years

- Salary - Upto 30 LPA

Job Responsibilities:

Customer Experience:

- Lead the inbound /outbound voice, email, chat, social media customer service teams

- To ensure the delivery of an effective and qualitative response to customers

- To formulate and implement processes and document customer service SOPS's for the Fashion and Marketplace teams

- Work with inhouse customer service team to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation

- Responsible for the execution of SOPs of the back office processes/customer complaints/escalation resolution etc.

- Complete ownership on customer communication through voice, email and app notifications, sms alerts etc.

- Actively conduct, collate and analyse Customer Feedback from research so as to share the insights with respective Business units

Vendor Management:

- Vendor Onboarding, Order processing & Marketplace management

- To manage JIT (Just in time), SOR (Sale or Return), OR (Outright) & MP (Market place) models

- Creating various reports and analysis for the different brands

- Managing the team that trains the vendors on the panel/tools used as well as manages the inventory

- Managing the Order to Ship, Ship to Delivered and Order to Delivered metrics

- Effectively managing the order process so as to reduce orders being Out of Stock, Cancellations & Returns

Team Management & Others:

- To create and execute the hiring budgets, delivery, process improvement to meet the overall organisational objective

- Ongoing focus on improving efficiency, productivity and superior service delivery with speed and accuracy on achievement of targets

- Liaise with other stakeholders (business, legal, supply chain, brand) for smooth functioning of the department

- Encourage and motivate the team to work in a fast-paced work environment and follow basics at work and self-discipline

- Take initiatives for Process Excellence and Knowledge Enhancement

- Mentor teams to grow the business and themselves

- Conduct meetings regularly to ensure open communication and devise an action plan to address issues/ concerns raised by the team.

- Perform assessments that lead to data-driven design proposals and recommendations

- Promote the professional and personal development of team members by administering appraisals, nominating appropriately for training, administer progressive disciplinary action and career development programs etc.

- Prepare MIS reports and other presentations as required by Management from time to time