Our Client :

Our Client is a front runner of the digital payments revolution in India, creating Internet-based payments products that enable consumers to make payments online in a friction-less manner. A product and service of over 10 years of market leadership, our client provides a single versatile, scalable payments platform for enterprise-wide electronic payments and collections, related reconciliation and settlement operations, across multiple delivery channels and using a wide range of payment methods.

Location : Mumbai

Reporting to : Head of Customer Service

Role Objective :

- Responsible for running the end-to-end customer service operations of the organization with a focus on enhancing /transforming the systems and processes to stay aligned with the business growth and vision; focusing on formalizing internal processes and system.

Responsibilities :

- Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis

- Manage all customer touch points (B2B, B2C) and work towards implementing new innovative ideas to delight the customer.

- Constantly improve and manage all customer service operations processes to ensure faster turnaround and high quality delivery.

- Drive - Digital Transformation- through the use of process automation / digitization, - robotics & AI- and analytics to automate all manual back office processes.

- Establish, update & maintain standard operating procedures and policies in line with the organization culture & vision that drives smoother functioning and day-to-day operations.

- Manage and train customer associates

- Coach, mentor and motivate team members for individual development.

- On-board new employees and train them based on your expertise and skill set.

Qualification :

- 10+ years' experience in customer service

- 5+ years' supervisory experience 

- Bachelor's/Master's degree in Business Administration or a related field preferred

- Extensive e-Commerce / Digital Transaction background

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