Head - Customer Service - eCommerce

Discipline: Banking

Subsector : Client Services

Location: Delhi NCR

About our Client: Our client is one of the leading eCommerce firms in India. Due to rapid expansion in their business, they are looking for a senior professional with strong experience working in an MNC environment to help them take customer service to next level.

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.

You would also be responsible for:

- Enhancing customer experience across all channels including inbound calls, emails, customer queries etc. managing a team of over 1500 people.

- 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.

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

The Successful Candidate:

- MBA from Tier-1 B School with over 12 years of experience working in a similar role with an MNC organization

- 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 (~1500 people)

- Ability to operate in a fast paced environment and take risks

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

What's on Offer: This is an excellent opportunity to develop your career within one of the fastest growing e-commerce firms and be a part of their strategic expansion.

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