Consultant at Xpert Conexions
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DGM - Contact Center Operation - IIM/ISB/MDI/FMS (9-15 yrs)
JOB RESPONSIBILITY :
- Strategizing and executing projects to improve estore's Customer Success parameters
- Analysis of global practices in Customer Success and implementation of the same within estore
- Managing and maintaining of estore's CRM/Helpdesk tools
- Monitoring real time service levels and schedule adherence
KEY RESULT AREAS:
- Overall Monitoring and management of Sales escalations and Refunds
- Escalations to be closed within Timelines (Avg 2 Days)
- Refunds to be issued within 24 hours
QUALIFICATION & EXPERIENCE:
- Relevant work experience of 8-12 years in Managing Customer Success and Contact Center Operations
- Ecommerce Customer Service work experience would be a huge plus
- Thorough knowledge and experience of working with Helpdesk tools (Salesforce, Zendesk, Freshdesk, Sprinklr etc.)
- Excellent thought process in terms of real life problem solving
- Strong academic and professional credentials with a proven track record or outstanding achievements
MBA from Tier 1 institutions
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