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11/01 Arjun Adlakha
Delivery Head at Xpert Conexions

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AVP - Customer Experience - Online/eCommerce (7-15 yrs)

Gurgaon/Gurugram Job Code: 1031488

As AVP Customer Experience, you will be a Leader to champion all our users' happiness. Someone driven by an obsession for providing the absolute best resolution and service to our customers, as well as, amazing support experiences by providing users with a personal touch and applying unconventional strategies.

Requirements :

- You will work for hands-on with the leadership team and help build, lead, and manage India's fastest-growing gaming startup's Customer Service, support, and success Divisions.

- Responsible for all touchpoints of the Customer with our product support verticals. Craft their journey and deliver an amazing experience as we serve them above and beyond their expectations.

- Build our team, processes, vision, and strategy. Create Customer happiness and success culture that truly turns every user into an ambassador of our service, and a fan of our customer team!

Responsibilities :

- Responsible for setting up and scaling the Customer Service Operations and Service Excellence.

- Manage customer service for all the Business Verticals

- Manage End to End Service Delivery and ensure world-class service experience to the customers.

- Timely & accurate Reporting / Management Information analysis - For Clients, Management.

- TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level, Overall MIS

- Deliver high-quality service through all touchpoints for the Clients/Investors and Responsible for quality of response & TAT

- Responsible for first time best resolution & elimination of scope for escalations

- Effective budget allocation and management of overall cost of service Customer Service, churn management, customer service operations, and service operations.

- Design customer service strategy and initiatives in line with the objectives of the company and ensure that Organizations Customer Service is benchmarked across the industry

- Enhance the Service Reach/Access, collaborating with the respective Business Heads.

- Build and work in tandem with the Technology team for scaling up innovative modules for Predictive Customer Behaviour and understand the pattern on kind of issues or escalations.

- Prompt qualitative response to a query from Clients & Customers

- Manage Dash-board of activities in time & take corrective action based on it

- Team Management : Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management

- Optimizing Staff cost & Operational costs

Women-friendly workplace:

Maternity and Paternity Benefits

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