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.

Gurgaon/Gurugram

Mobikwik - Associate Director- Merchant & Customer Service Operations 

Job Description for Mobikwik - Associate Director- Merchant & Customer Service Operations  in ONE MOBIKWIK SYSTEMS LIMITED in  Gurgaon/Gurugram for (8-12) years of experience. Apply Now!