Head - Customer Service - eCommerce

Company: E- commerce

Position: Head Customer Service

Location: Mumbai

Job Role 

- The role Head Customer Service for the organization and will be managing process improvement and process excellence

Description :

- Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base

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

- Establish communication channels through which customers can send in their feedback or challenges for prompt resolution

- 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

- Interface with the management and other services

- Maintain and improve service standard

Profile:

- Minimum 5 - 10 years experience in Customer care management

- Good Communication and Problem-solving Skills

- Strong team management skills

About Company

This is India's first curated shopping destination for senior citizens. With a portfolio of over 3000+ products, we have serviced over 1 lakh customers across India for their medical and lifestyle needs. Started in late 2016, we have a unique offering tailored for over 120 million senior citizens across the country and have received a great response in the market witnessing month on month growth rates of over 25%. With a team of over 110+ people spread across Mumbai and Pune, we are building India's best go-to brand for senior citizens and their caregivers.

Part of the RPG group, This company creates a seamless shopping experience for the elderly through their e-commerce website & exclusive Experience Zone in Pune. We have a strong community of over 150K+ seniors and a growing number of reputed brands as our partners. Experts predict the elder care market to be valued at $3 billion and by 2050, it is estimated that the number of dependent adults in India will be at par with the number of dependent children. We at Seniority, see ourselves at the forefront of cutting across and being the first to capture such an untapped market.

The team comprises of employees from excellent academic and profressional backgrounds. We work hand and glove with alumni of the London School of Economics, Indian Institute of Management Lucknow, Indian School of Business and many more. Our leadership team comprise of subject mater experts from varied domains such as digital marketing, product sourcing, catalogue marketing, operations and logistics to name a few. So join us and be a part of the next big growth story!