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23/09 Vibhuti
TA at Nurture.Farm

Views:1246 Applications:198 Rec. Actions:Recruiter Actions:43

nurture.farm - Manager - Customer Service (8-12 yrs) Premium

Bangalore Job Code: 1159297

Customer Service Manager


Our Company:

- At nurture.farm, we are putting the farmer at the center of everything we do. We are building a more resilient and sustainable farming ecosystem by reducing risks and improving the quality of life for the farmers and their families through digitization of the farming life cycle, financial inclusion of the farming community, and affordable timely access to products, technologies, advisory and services.


- We are a technology-led organization, focused on bringing scalable and sustainable solutions to the farming ecosystem. We are a young entrepreneurial start-up that wants to learn, create and adapt every day. We aspire to create a happy and productive workplace for our employees, that embodies respect and transparency in every part of the organization.

What you'll do:

- To lead entire customer support operations and complaint management system, which includes end to end management of customer life cycle and effective resolution delivery with increase in customer satisfaction score.


- Work with Technology and Product teams to keep revamping ticketing system, integrate existing CRM and SOPs to drive on-time complaint resolutions and adherence to SLAs.


- Partner with Outsourced and Retail teams to ensure continuous reduction in the type of complaints and improving the existing processes to have best customer experience.


- This person will have to resolve the complaints received from fields and contact centers in IC role and build the robust systems to support all customer touchpoints.

Roles & Responsibilities:

Responsibility:

- Responsible for QRC Management and resolve all complaints as a single touch point.

- Manage the team of escalation specialists ; inhouse and partner employees

- To standardize Email responses to ensure accurate information is passed on to the customer

- Handle Level 2 requests and complaints

- Monitor Accuracy of reports and ensure all the required reports are sent as per timelines

- Analyse relevant data to determine customer service outputs

- Identify and address training needs for L0s, L1 and L2s

- Co-ordinate and partner with different departments and business teams wherever required

- Ensure all the processes are followed as laid down to deliver world class experience

- Improve customer service processes on ongoing basis

- Work with technology and product teams to create robust system to handle complaints

- Build SOPs and Processes for future to support ease of business

- Lead Social media escalations vertical to drive experience

Key Result Areas:

1. TAT - TAT Adherence on QRC Attributes

2. Customer Satisfaction Scorecard

- CSAT Score as per agreed benchmark

3. Reduction in Complaints:

- Absolute Count Reduction

- % Complaint to Number of Customers

4. Contact Centre:

- Building robust system and technology to support agents

- Toll Free Inbound ; reduction in complaint calls

What we're looking for:

Work Experience:

- 8-12 years of experience in Customer Service, Managing Customer Service Voice and Non Voice complaint management of Domestic and International business

- eCommerce or Telecom experience back office support

- Built technology, CRM and Processes in the past to support the live channels

- Minimum 5 years supervisory experience with MBA

Skills:

- Excellent communication and people skills.

- Strong hold on MS Office

- Planning and forecasting skills.

- The ability to multi-task and problem skills

Women-friendly workplace:

Maternity and Paternity Benefits

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