Head - Customer Experience/ Customer Delight (Ecommerce Call Centre)

Responsibility:

Head of Customer Experience team will head/oversee two processes (Fulfilment Operation and Customer Experience Support). Head Customer Service will be responsible for overall metrics of the customer support department.

- Scale both Fulfilment Operation and Customer Experience Support process

- Re-engineer existing processes to improve NPS and Brand Loyalty of customers by conducting regular audits and detractor surveys. Transform the operations/ process for better customer satisfaction experience.

- Execution of quality across various sub-functions to ensure promised customer experience across all care channels. 

- Determine operational needs by analysing quality impacting issue and derive action plan to drive improvement. Drive process improvement programs by innovating and sharing best practices

- Continuously enhance Customer Service Experience and improve fulfilment operations of the ecommerce company

- Empathize with every aspect of the customer experience, putting customers- needs first.

- Manage PS (Performance Standard) and CPS (Critical Process Standard)

- Manage customer escalations & drive basis discipline on the floor. Resolve operational issues and escalations within the stipulated TAT (turn-around-time)

- Monitor and publish variance against set service SLAs / TATs and immediate escalation for any quality deficits and short falls in performance.

- If required, conduct trainings, business reviews and proactively suggest solutions to common customer challenges.

- Support the leadership team on ad-hoc projects from time to time such as potential identification and recommendation of service touch point's basis existing inputs

Education Qualification : BE/ B.Tech or MBA/PGDM

Experience and Skills Required :

- Total 10 - 15 years of experience in high velocity Customer Experience/ Customer Delight process

- 5+ years leadership operational experience in a B2C (Business-to-Customer) process of any Telecom, Banks, E-commerce, Delivery Apps process.

- Must know about NPS - Net Promoter Score and should have experience of improving the scores

- Must have managed and shown scaling ability for high velocity operations and should have seen a team size of at least 50-100 people.

- Understanding/keen eye for delighting customers

- Basic understanding of Fulfilment operations process (online orders to doorstep) will be an advantage

- Good Analytical skills, logical rational thought process. Good with numbers.

- Must process sound business judgement (and not just analytics)

- Ability to work in a fast passed, agile work environment

- Must have successful track record and high achievement scores

- Ability to think out of the box to manage operations and lead people

- Ability to drive change and excellence

- Up for a challenging, empowering and demanding work-profile

Salary : Upto 20L

Workdays : 5 days a week plus 2 alternate Saturdays every month

Company : Our client is a leading ecommerce company

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