About Flipkart.com:   Flipkart.com is a pioneer in the field of eCommerce and has a dominant presence in various product categories spanning across books, music, video, computers, electronics, mobile phones healthcare, personal product categories etc.. Started in 2007 by former classmates at IIT Delhi and later colleagues at Amazon.com, Sachin Bansal and Binny Bansal, Flipkart, in just four years, has chalked up a registered huge user base of across the country.  Flipkart is among the top 20 Indian Web sites. We have had at least 100% growth every quarter since founding. We are the largest e-com player in india with 12th rank according to Alexa. Backed by a significant funding, Flipkart is rapidly expanding its network of warehouses, distribution centers, procurement operations and 24/7 customer support teams.  Flipkart.com offers rich exposure in managing the complexities and challenges of a high-growth business environment. It’s a unique opportunity to be a part of a team that is changing the way people shop in India, thereby defining the future of e-commerce in the country  Website: www.flipkart.com   Position: Manager- Customer Returns Management   Location: Bangalore  The role in a nutshell: Manager - customer returns, must be a team player, setup infrastructure for our exclusive 30 day replacement policy and develop a team which can troubleshoot,deliver and meet all key performance indicators as set out and responsible for the delivery of services across India.  Key Responsibilities:  Customer returns:  - Handle a call centre which provides technical expertise and troubleshooting steps to customers using electronic products.   - Strategize and implement policies and procedures which can help minimize impact on gross margins.   - Handle business operations of a team of ~200 FTEs who will actively be involved in troubleshooting and resolving technical problems pertaining to high value products.   - Responsible for on time and first time resolution within acceptable service levels ensuring high level of customer satisfaction scores and NPS scores.   - Understand and evaluate process gaps and strategize self serve initiatives to bring about contact reduction.   - Bring down customer returns and ensuring a fabulous customer experience by building capability within the call center and by liaising with various retail and supply chain functions.   - Evaluation and corrective followed by preventive actions to reduce “No Trouble Found” devices.   - Reduce failure rates through timely feedback on the product.   - Help in timely launch of new products through support of service supply chain.   - Pre launch service readiness.   Profitability/ Savings Initiatives:  - Develop initiatives and strategies that lead to cost savings and service improvement   Customer Service / Partner Relationships:  - Help develop a “Customer experience center” to all customer s who contact us.   Candidate Must Haves:  - Any Graduate who is experienced in handling call center operations, preferably a technical helpdesk with an experience of 6-8+ years. BE, B.Tech graduation would be an added advantage.   - Exceptional written and verbal communication skills, with a demonstrated ability to assert strategic leadership, foresight and effective judgment.  - Strong analytical skills. Hands on experience on analytical tools would be an added advantage.   - Interpersonal skills with a strong customer focus.  - Demonstrate initiative

Bangalore

Flipkart - Manager - Customer Returns Management   

Flipkart - Manager - Customer Returns Management    ,Job Description for Flipkart - Manager - Customer Returns Management    in Flipkart in  Bangalore for (8-12) years of experience. Apply Now!

Job Description for Flipkart - Manager - Customer Returns Management    in Flipkart in  Bangalore for (8-12) years of experience. Apply Now!