DGM - Contact Center Operation - IIM/ISB/MDI/FMS

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