Retention Head - Customer Support Division - eCommerce - IIM/ISB/MDI/FMS

1. Tier 1 Colleges only

2. Please apply only if you have the experience in the ecommerce industry 

ABOUT THE ROLE :

- Lead the operations of a rapidly growing customer support division in a multi-channel support environment (calls, chats, emails, app)

- Manage day-to-day operations and own TATs for customer issue resolution

- Conduct resource planning & hire, coach and provide training to personnel to maintain high customer service standards

- Monitor and improve ordering, telephone handling and other procedures

JOB SKILLS AND REQUIREMENTS:

- Prior experience in setting up processes & managing customer support team

- Ability to create buy-in and drive multiple stakeholders

- Ability to structure, design & executre processes

EDUCATION AND EXPERIENCE

- 4-years+ with MBA or Tier 1 colleges such as IIT/NIT

- Proven experience of leading a service driven support call centre operation through periods of significant growth or change