Head - Customer Service - BPO

Work Location: Gurugram/ Ghitorni (Delhi)

What's on Offer: This is an excellent opportunity to develop your career within one of the fastest growing start-up e-commerce firms and be a part of their strategic expansion. Due to rapid expansion in their business, they are looking for a senior professional with strong experience working in a BPO to help them take customer service to next level.

The Successful Candidate:

- MBA with over 8 years of experience working in a Customer Service role with a BPO.

- Proven leadership of large Customer Service projects. At least 2 years of experience as a Senior Manager/ AVP - Customer Service.

- Strong Operations Management Experience with large span of control is mandatory.

- Strong Process Orientation with very good understanding of Customer Service for Indian market

- Proven track record of managing large teams.

- Extensive knowledge of e-commerce technology and sophisticated analytics

- Ability to operate in a fast paced environment and mitigate risks.

- Ideal candidate would have a very strong customer focus and would work towards improving operational efficiency to ensure customer delight.

- Experience with B2C or B2B depending on your focus

- Ability to work in an unstructured work environment.

Job Description: Reporting into COO, you would be part of key leadership team in the organization, combining strategic thinking, analysis and planning of a large team.

Scope of Work:

- Enhancing customer experience across all channels including inbound calls, emails, customer queries etc. Managing large team.

- To establish a culture of extraordinary customer care across the team in achieving exemplary service experience for the customers.

- Manage the user experience of the website including site navigation.

- Develop and oversee the effective planning, QA to ensure efficiency, accuracy and timeliness of resolving customer queries & high customer satisfaction.

- Manage all aspects of web analytics related to eCommerce and communicate relevant information to team members, executive leadership and cross-functional partners.

- Promoting teamwork, team empowerment, and skill development while leveraging frontline leadership effectiveness to help rapid growth of the team.

- To monitor performance of the team to achieve set goals for leading performance indicators and to strive for improving operational efficiency of the team on a continuous basis.

- Provide expertise on current eCommerce industry best practices.

- Demonstrated strong business judgment and decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives.

Work Days: 

- Should be willing for work for 6 days in a week for extended hours.

- Candidate should be willing to work in an unstructured work environment.

Key words: Customer Care, Customer Service, Customer Service Helpdesk, Customer Experience, Customer Delight.