Bijnis - Associate Director - Customer Experience

We are bijnis are looking for an ambitious and self-driven Operation professional to join our team. A professional with 10+ years of experience in Ecommerce platform. The goal will be to provide outstanding client service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Key Responsibilities

Leadership/Supervisory Role:

- The first and most prominent role is to provide leadership and direction to the entire customer support department. Establishing and overseeing the adoption of the support department's vision, goals and objectives at all levels.

- Leading ground support for customer support agents and managers, developing and implementing efficient officers in implementing customer experience support plans.

- Evangelizes the importance of customer experience to the overall performance of the business and establishes himself as the go-to expert for senior sales management within the sales department and the business at large.

Strategy:

- The candidate will play the lead role in strategy formulation for the customer support department.

- He also oversees and determines key strategic direction and objectives of customer support department.

- He/she should be able to drive necessary changes for the improvement of operating and organizational efficiency of the customer support team.

- To orchestrates the continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team. Should supports the relevance of the business's customer loyalty targets in order to ensure that they are communicated and applied correctly across the sales department as a whole.

Analytics:

- The candidate is also tasked with a strategic role, where he measures the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence.

- The Head of Customer Support also conducts research and puts performance measures in place for the purpose of continually monitoring the customer support performance processes, which leads to the formulation of improved approaches and strategies that facilitate the achievement of consumer satisfaction targets.

Relationships:

- He/she will be in charge of managing both internal and external relationships on behalf of the customer support department.

- He is in charge of all top administration customer support management and stakeholders as well as engaging in direct interactions with the business's consumers.

- These interactions will normally involve negotiation with consumers with an aim of collecting feedback on customer support efforts and influencing senior customer support management and stakeholders on proposed approaches and strategies for the department.

Firm Building:

- Identify best practices and improve internal systems with an eye toward future needs, customer success and budget realities.

- Architecting the internal process towards smother functioning of all reporting departments to ensure all internal and external SLAs are tracked, achieved and reported.

- Develop thought leadership around Customer success.

- Work towards better intra and inter team communication and SLA monitoring.

- Implementing, maintaining and analyzing a strong customer feedback process.

Work Experience: 10+ years of experience in handling team of Customer Support, Client Support, Seller Onboarding.

Skill Set:

1) Ability to drive key business targets directly within team and amongst other key stakeholders using KPIs

2) Outstanding organizational and time management skills and be Empathic and with communication abilities.

3) Excellent communication skills with dynamic decision-making abilities in a high paced, high growth and delivery-oriented environment.

4) Excellent leadership skills and ability to guide/mentor technical and functional teams.

5) Strong analytical and problem- solving skills paired with the ability to develop creative and efficient solutions.

6) Honest, direct, responsible and transparent.

7) Enthusiastic, engaged, pro-active, and creative team player, both within the technology team and the rest of the business.

8) Strong project management skills. Able to balance competing priorities, complex situations, and tight deadlines.

9) Advanced/MBA degree from a leading university

10) Track record delivering superior results, commanding respect, and assuming leadership roles

11) Passionate about working in a startup environment.