DGM - Contact Center Operations

PURPOSE OF POSITION:-

Exception handling and validation.

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 Company's e-store.

- 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 7-12 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 is must.