Senior Manager/Manager - Customer Service Design - Online Grocery

Customer Service Design (Online/Ecommerce company (Fastest growing online grocery store)

Company : Online/Ecommerce company (Fastest growing online grocery store)

Designation : Senior Manager level 2 , Manager level 2

Salary Range : 8 to 22 LPA

Location : Mumbai

About the role :

- Looking for candidates has Customer journey mapping experience pureplay CX Design person from E-Commerce (prefer) or other industries

- Create design workflow for Self service options for customers to improve the experience

- Create and implement Customer Service Auto Bots to resolve complex problems in a structured

- Monitor effectiveness of bots and self serve tools, understand customer feedback and take corrective action/iterations

- Ensure BCP plan for self serve and auto bots

CS Design :

- Map overall customer journey, milestones and identify necessary interventions to improve customer experience and reduce contacts

- Review Customer Service SOP and workflows timely to ensure its updated as per business and customer requirements