CS Training Lead - eCommerce

Job Description :

Experience Level 10- 15 years. Should be from Ecommerce or Internet Industry.

Training Lead Role :

- Requires senior person as the role would need dealing with very senior stakeholders- years of experience and quality of growth both needs to be looked at.

- Has customer Service/contact centre background, but in recent career, has worked/working with principal brands e.g. Ecommerce/retail companies like Flipkart, Amazon, Paytm, Nykaa etc.

- Prior experience in setting up training function will be helpful.

- No frequent switches into jobs

Roles and Responsibilities :

- Understanding and documenting Existing Customer Operations process for all brands

- Ability to create detailed As Is Process Maps for complex processes

- Redesigning and D ocumenting Processes and Customer Journeys

- Design Scripts for Customer Communication through various mediums

- Drive Customer Experience across all Customer Journeys & products.