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02/02 Bipasha Sarkar
People Manager at Eko India Financial Services Pvt. Ltd.

Views:1043 Applications:289 Rec. Actions:Recruiter Actions:26

Eko - Head - Customer Experience - IIM/MDI/ISB/FMS (7-12 yrs)

Gurgaon/Gurugram Job Code: 887676

- Eko started in September of 2007. Over the last 13 yrs., Eko has evolved as a platform for the gig entrepreneur to give her access to earning opportunities and business tools to help her run and scale her enterprise efficiently and meet her economic goals.

- Eko caters to over 300k such entrepreneurs and has got close to 200 brands on the - opportunities- side of the platform. These brands include Banks, Insurance companies, Mobile network operators, electricity and gas utilities, education, entertainment and gaming service providers.

- Just last financial year these entrepreneurs sold the services from these brands to 20 million gig economy workers, also being referred to as customers, with the services cumulatively valued at Rs 25000 crore.

- Eko wants to extend various kinds of loans to these entrepreneurs on the - tools- side of the platform. This will help Eko improve her profitability, ensure continued relevance with the platform participants and make us attractive to investors to infuse capital to further scale the participants and the offerings on the platform.

- There have been some significant changes Eko had to do in its model post-lockdown. Rather than having dedicated ASM, Eko has transitioned completely into Inside Sales thus we don- t have dedicated manpower across the country. Our initial results working with the Inside Sales team have been very encouraging thus, going forward, we have decided to double-down on Inside Sales. This has significant implications on the manner in which customer care was being offered to entrepreneurs on our platform.

- The move from the in-field sales team to inside sales have kick-started our entrepreneurs to interact with us more digitally than before. Thus, we are keen to make our customer care fully digital and automated as compared to before. With the single moto of responding and resolving every issue/feedback within the TAT. For e.g. we are keen that we open newer channels for our entrepreneur partners to reach out to us for any requirements of theirs like,

- WhatsApp Business

- Telegram

- Facebook

- In addition to all other options, we continue to give them like mail, call centre etc.

Opening up these newer channels open new challenges for us. We desire to capture every feedback from all possible channels and automate the processes to an extent wherein more than 99% of the queries can get answered in a fraction of a second. Humanly only a certain part of this can be achieved and hence this needs automated processes across different channels.

Eko prides itself in putting the customer first each time and every time. We understand that the only way to drive this is by having zero toll gates for the customer to reach us. As on today, entrepreneurs on Eko's platform have access to following channels to reach out to us in case they need any support while using the platform,

- Complaint tracking mechanism on their app (- NCT- )

- Reach out to our support team via

i. Published call centre number

ii. Mail ID

- Reach out to their Area Sales Managers (- ASM- )

i. There is ASM for every territory across the country

We realise this isn- t enough. For us to respond to each customer feedback or query, requires us to have multiple touchpoints which can help us improve the customer experience every time. We wish to drive customer care on gigantic customer feedback process flow that captures every single emotion they wish to share. Metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction), CLV (Customer Lifetime Value), CES (Customer Effort Score) to name a few need to be the lingo the customer care breaths.

Objective:

In order to achieve great customer experience on these support issues it will be essential to be able to create,

- Process maps for each of the complaint category

- Define the automation and the message to be delivered to the entrepreneur

- Map all automation to tools like Zoho, OneDirect etc.

- Define process handover between customer care team to any other team like TechSupport, Inside Sales etc.

Key Results:

- Ensure to capture all KPIs from these support processes in the data lake and ensure the appropriate insights are being drawn for better process automation or product development

Roles & Responsibilities

The Head- Customer Experience would be responsible for ensuring the company delivers the highest level of customer service possible.

- Improve customer service experience.

- Take ownership of customer issues and follow problems through to resolution.

- Understand and own the controllable elements of service level delivery, productivity, staffing, and quality KPIs.

- Be a voice for our customers by identifying customer needs, provide customer insights and collaborating with cross-functional teams to provide solutions for those customers.

- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

- Collaboration with other departments to resolve complicated issues & issues which require special attention.

- Analyse customer care data and statistics to obtain results useful in taking key business decisions.

- Contribute to the development of industry-leading processes and best practices for delivering customer success.

Education qualifications, skills & experience

Education qualifications: MBA/PGDM from Tier 1 college

Skills:

- Process maps for each of the complaint category

- Define the automation and the message to be delivered to the entrepreneur

- Map all automation to tools like Zoho, OneDirect etc.

- Quality focussed, excellent problem solving and conflict resolution skills.

Methodologies: OKR, Agile

Tools: Jira, CRM (Zoho, OneDirect etc.), Power BI

Communication: Exceptional communication and presentation skills

- Minimum 7 years of experience in Customer Service/ Customer Care

- Should have experience in devising technology-based solutions for recording customer feedback.

- Should have experience in streamlining & automation of inbound and outbound communication channels.

Women-friendly workplace:

Maternity and Paternity Benefits

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