Key Deliverables : - Drive NPS, CSAT improvement charter - Develop service partners and consistently identify new partners to reduce dependency and building partner efficiency. - Leverage Social Media channels to promote various Self Help options thereby negating people dependencies for customers which in turn have improved our Customer Experience Index, reduced Contact to Unit ratio, improved effective utilization of resources and reduced operating costs - Deliver world class service by ensuring the quickest response time on Social Media channels and maintaining the lowest Query-to-Resolution time - Build standardized processes and implement excellence framework. - Review & drive partner performance in line with business expectations - Identify customer service trends and act as nexus between the customers and the product team - Improve customer care quality results by studying, evaluating, and re-designing processes/systems; establishing and communicating service metrics; monitoring and analyzing results; implement changes - Conduct periodic partner review of operations and align partner contract with changing business needs. - Spearhead various process and policy deployment for efficient partner quality of service delivery. - Guiding team with a disciplined approach to handle transformation seamlessly, timely and efficiently. - Own the overall care experience - Customer Satisfaction, Driver Satisfaction, Care specific NPS and other VOC feedback/metrics. - Solve for key consumer pain points/experience enhancements by working closely with different functions (product, partners, tech, city teams etc.) - Strategize various sustenance mechanisms like knowledge mgmt, standardization, layered KPI, partner QoS management. - Conduct periodic team's goal setting in line with business strategy and monitor and review progress on a regular basis. Abnormality Management : - Lead team to standardized response to mitigate immediate abnormal situations. Spearhead team in critical situations and make quick decisions to restore normal operating conditions. - Work closely with BE & product teams to do RCA of abnormal conditions and implement appropriate actions to minimize future occurrences. - Conduct impact analysis and management reporting to the leadership team.

Bangalore

Head - Customer Experience - eCommerce 

Head - Customer Experience - eCommerce  ,Job Description for Head - Customer Experience - eCommerce  in Bask HR in  Bangalore for (7-17) years of experience. Apply Now!

Job Description for Head - Customer Experience - eCommerce  in Bask HR in  Bangalore for (7-17) years of experience. Apply Now!