- Thinking through and helping to shape Complete Customer Journey for online business by using data analytics
- Ensuring deep involvement, alignment and ownership of Key Stakeholders including various business heads & top management to drive various business projects
- Prepare reports/dashboard on a regular basis by collecting, analyzing and summarizing information
- Conduct insightful, ad-hoc analysis to investigate an ongoing or one-time operational issues
- Creating strong "Visibility" to customer pain points to all relevant stakeholders and to the top management to drive NPS and overall customer experience
- Be prepared and ready to work on customer queries and complaints coming from various consumer forums like calls, emails, social media and chat
- High level of individual discretion to ensure customer satisfaction and business success
- Strong bias for action to drive results and/or improvement plans based on key performance and customer insights
- Build credibility with customers by empathizing, understanding their needs and responding promptly
Requirements :
- Minimum 2-3 years of experience in customer support team as Supervisor, AM or a Business Analyst
- Should have handled escalations
- People handling skills will be an added advantage
- Effective oral and written communication in English and Hindi language
- A problem-solving attitude and passionate about customer experience
- Demonstrates conflict resolution, negotiation, and de-escalation skills
- Enthusiasm, strong self-motivation and a desire to expand skills into new areas
- A good team player
Didn’t find the job appropriate? Report this Job