Upgrade to Pro Member
Research Associate at Xpertconexions
Views:489 Applications:119 Rec. Actions:Recruiter Actions:110
DGM - Contact Center Operations (7-12 yrs)
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.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
2-Step Verification - Action Required
We've updated our security procedures!
Your privacy and security are important to us. We've recently updated our security measures to make iimjobs.com safer and more secure for you. This change requires you to reset your password.
Please reset your password using the link sent to your email. If you did not receive any email, please check your spam folder..
