Head - Customer Experience/Service - KPO (8-13 yrs)
Head - Customer Experience (Leadership experience is Must)
About the Company :
Our client is building a disruptive distribution channel via social selling on WhatsApp, Facebook and other social channels. Our Client has so far enabled 15,000 suppliers and 2,000,000 resellers to start and grow their online business without any investment, providing tools around sourcing, logistics and payments. These social sellers are small retailers, housewives, students, retired citizens and many other aspiring entrepreneurs across India.
- MBA from top institutes in India is mandatory
- Experience from KPO is mandatory
- At least 8-13 years handling Customer experience department
- Lead customer support operations: Manage, optimize and reinvent customer and supplier support operations to deliver a superior support experience
- Build and execute CX strategy: Identify experience problems and drive programs across the company to uplift customer NPS and supplier NPS
Skill Sets :
- Great operating skills : Ability manage and motivate a large team of support executives, team leaders and managers (in-house as well as outsourced)
- Good Problem Solving : Ability to figure out process gaps and redesign the same to come up with scalable solutions
- Analytical Mindset : Ability to see through numbers and derive insights to identify problems and opportunity areas.
Preferred Candidates :
- Leadership experience is must.
- Team handling up to Min. 50 people is Must.
- Super motivated, go-getter attitude