10/09 Arjun Anand
Senior Manager - HR at MobiKwik

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Mobikwik - Associate Director- Merchant & Customer Service Operations (8-12 yrs)

Gurgaon/Gurugram Job Code: 741501

Associate Director- Operations

- Manage process excellence team to help in making frictionless and exclusive customer experience end to end.

- Setting up and successfully heading the service team to maximize customer satisfaction and increase revenues and references. Evaluate & Implement best practices to achieve cost reduction & simplification of customer experience.

- Inbound Call centre KPIs include AL, SL, Quality, CSAT, Repeat/ Reopen, AHT, Utilisation, ASA, OBD for all abandon, SOP Improvements, Volume reduction and Escalation Management.

- Constructively handle (or supervise the handling of) all customer complaints. Manage and bring down customer grievances.

- Manage escalations effectively

- Drive strategic planning, staffing, training, managing financial risks, cost centre budgeting and finance

- Manage retention and email team in order to give superior customer satisfaction.

- Responsible for KPI Setting, Matrix, Manpower, IT, Infrastructure, Cost Planning, Cost Optimization, KPI management, KPI Improvement tasks, Reporting and driving Improvements.

- Recruiting through internal and recruitments drives, and training people.

- Manage Social Media Service. This includes queries raised on Twitter, Facebook, LinkedIn and Playstore.

- Give recommendations for modification of existing processes based on customer complaints, feedback and analysis of the same.

- Achieve forecasted numbers by following (and if necessary, adjusting) the plan of action.

- Social Media KPIs include FRT, ART, Quality, Repeat/ Reopen, Escalation Management, Troll management and Utilisation.

- Developing and directing Operations management, Trainings, Customer experience, Logistics and social media teams independently through customer-centric approach to optimize service delivery levels PAN India Operations.

- Able to identify patterns and suggest long term solutions in collaboration with the product team.

Merchant Operations :

- Performing analysis and research of card-related data including reporting on dispute trends, losses and decreasing bad debt. Also identifying gaps, working closely with management to mitigate loss and increase chargeback recoveries.

- Reviewing accounts with suspicious transactions in a timely manner. Suspend or activate fraudulent accounts.

- Process assigned chargeback queues within time frames to ensure limited financial risk to the company.

- Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity.

- Addressing seller queries and resolving concerns and issues if any

- Set KRAs, monitored KPIs & ensured accountability at all levels. Maintaining Quality compliance and project management.

- Innovative - Conceptualizing, developing and executing more efficient processes for the Customer Experience, Social Media Platforms, Review mechanisms, positive social presence, technology SOP for the multi departments

- Driving Vendor and Seller success through effective training modules and knowledge tanks. Managing Seller onboarding teams.

- Prepare merchant agreements.

Women-friendly workplace:

Maternity and Paternity Benefits

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