24/08 Disha
Senior Recruitment Executive at Talentiser

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Head - Customer Support - eCommerce (7-18 yrs)

Delhi NCR Job Code: 735606

Head Customer Support - Ecommerce


- Define and execute an overall customer support strategy and drive the ongoing development of Urbanic's customer support team


- Establish deep partnerships and cross-functional processes with key internal stakeholders including Marketing, Product, Merchandise, and Technology to ensure seamless execution of service


- Lead initiatives to scale the Customer Support organization and operations to meet the needs of the business as we launch and scale


- Define and report key business metrics to senior management and influence the organization to take the right action in response to the viewer needs.


- Optimize deliveries- RTO (COD rejection) rate and DTO (return or refund) rate


- Lead WhatsApp/iMessenger chatting function to increase customer shopping experience and overall conversion - Identify fraudsters (aka non-legit customers), better serve loyalty customers

Women-friendly workplace:

Maternity and Paternity Benefits

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