Roles & Responsibilities:   - Responsible to drive Customer Net Promoter Score by working with Key Business Stakeholders such as Strategy, Supply Chain, Merchandising Product, Technology etc.   - Use voice of customer and operational data to identify major causes impacting customer experience   - Track and improve the end-to-end customer experience - buying, fulfilment, product delivered, complaint resolution and returns. Work closely with product, technology, SCM, category and customer care teams as a part of this goal.   - Work with Customer Care Team to reduce contact ratio by reducing the customer efforts to access information and also bring cost efficiency.   - Formulate strategy and implementation of roadmap for new business initiatives - Priority support, Chat support, service outsourcing, and business growth strategy.   - Define Escalation Matrix and process formulation for faster Customer issue resolution by defining correct channel for faster resolution of critical issues impacting Customers.   - Drive strategic initiatives centred on Customer Experience, operational efficiencies, proactive escalation management by interacting with diverse stakeholders like Logistics, Product, Customer Experience and Strategy.   Desired Skill sets :   - Experienced in complex problem solving and analysis using statistical methods, financial modelling etc.   - Excellent Presentation and written communication skills are essential: clear, organized, concise with an ability to adapt to appropriate audience   - Experience of working cross functionally, Analytical and quantitative skills   - Ability to use hard data and metrics to back up assumptions and develop/present business cases   - Strong attention to detail including precise and effective customer communications and proven ability to manage multiple, competing priorities simultaneously   - Experience in managing a team of Project managers to deliver results and measure their success   - History of teamwork and willingness to roll up one's sleeves to get the job done

Delhi NCR

Customer Experience/Process Excellence Role - Online/Internet 

Customer Experience/Process Excellence Role - Online/Internet  ,Job Description for Customer Experience/Process Excellence Role - Online/Internet  in Grassik Search in  Delhi NCR for (8-10) years of experience. Apply Now!

Job Description for Customer Experience/Process Excellence Role - Online/Internet  in Grassik Search in  Delhi NCR for (8-10) years of experience. Apply Now!