12/10 Sakshi Garg
Senior HR Associate at Talentiser

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Manager - Customer Care - Internet/Online (3-15 yrs)

Delhi NCR Job Code: 855586

Manager - Customer Care - Premium Brands

Job Description :

- Track, oversee and optimize all customer interactions.

- Manage the customer "life cycle," which includes all the steps customers go through when interacting. Foster customer loyalty through high-quality interactions at each step.

- Work closely with Growth, Operations and product teams to continually understand, define and then refine the customer base.

- Gather customer feedback, analyze it and then design specific processes that can be put into place so that their customers benefit while profits also improve.

- Use Net Promoter Score and other tools to measure improvements over time.

- Collate and analyse customer expressions of dissatisfaction and complaints, and Net Promoter Score feedback, ensure that NPS increases across the organisation over time.

- Deliver change initiatives identified internally or from external good practice to support improvement opportunities.

- Build and manage the Online Reputation Management team.

Desired candidature :

- Rich Experience in Customer Operation or Process Excellence teams.

- Ability to analyse customer metrics, including Net Promoter Score.

- Credible across operational areas, creates positive working environments, manages conflict.

- Experienced in training, coaching and developing others.

- Willing to integrate across teams, so that cross functional customer experience improvements are developed and implemented.

Diversity Hiring - Female candidates only 

Women-friendly workplace:

Maternity and Paternity Benefits

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