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26/07 Ankit
People Success Lead at LoveLocal

Views:410 Applications:122 Rec. Actions:Recruiter Actions:70

LoveLocal - Lead - Service & Operations (4-8 yrs)

Any Location/Bangalore/Mumbai Job Code: 955087

We are looking for a driven, smart, experienced person to ensure that our service and operations are best in class. The Operations Lead should enjoy good patronage from customers and clients, be a strong people manager, be an excellent process handler, be execution and targets focused, and able to multitask and prioritize effectively.

Responsibilities: 
 
- Lead and direct the customer service team to ensure superlative experience

- To design and implement key processes to provide best-in-class customer experience post order placement

- To drive key customer satisfaction parameters like quick response time and SLA adherence to have happy customers

- To work with tech to bring best possible product and automation solutions leading to efficient and effective growth

- To manage the entire lifecycle of onboarded accounts/ retailers - ensuring continuous growth to their business

- To setup a closed loop process to provide end-to-end support to the accounts

- To educate retailers about the products in the company, their uses and benefits and how to use the app in a way it helps increase the business

- Coach team members on the best ways to serve the customers/ retailers over calls by using all information available

- Get his team to follow up with retailers and inquire about their user experience, making use of their feedback in improving the product

- To own the revenue process responsible for getting more and more retailers opting for a paid plan on our platform

- Build strong and lasting relationships with the retailers by treating them cordially and ensuring they are held in high esteem, in order to make them patronize the company continuously

- To lead a team providing all type of support for catalog management on the platform - right from product listing to keeping the prices up-to-date

- To work dedicatedly on fraud detection and prevention - the goal is to elimited such cases happening on the platform

- Create good relationship with team members and motivate them to put in their best to work in order to achieve best results

- Hire the right set of people to ensure that everyone in the team is well aligned with the goals, targets and the means to achieve them

Preferred Skills & Traits :

- 4+ years of experience in operations and service

- Knowledge of CRM and requirement designing is a must

- Experience in e-commerce background is a plus

- Experience of working in a start-up strongly preferred

- Excellent leadership skills to handle and manage a telesales team

- Strong at client relationship management

- Good managerial skills to lead the team successfully

- Clarity of thought and well organised to set up the right targets and monitor the progress regularly

- Excellent verbal and written communication skills

- Comfortable with long term planning and day to day execution against goals and customer commitments

- Understanding of technology and how to map out basic process requirements

- Loves the intensity, chaos and passion of start-ups, and wants to work with a fun-loving team who truly enjoy working together to realize a shared dream

- Positive - can do- attitude

- Team player able to wear many hats, and add on more hats when needed

- Comfortable with ambiguity and unpredictable work hours

Women-friendly workplace:

Maternity and Paternity Benefits

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