Landmark Group - Assistant Manager - Customer Service/Business Analysis

- 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