Senior Role - Direct Seller Support - eCommerce

Direct Seller Support with a Leading Ecommerce Company!

Job location : Bangalore

Role :

- Strategize and Operationalize to ensure the best seller experience at all touch-points translated to Pain and NPS

The responsibilities would comprise of the following :

Operations : Driving performance through external partners, contractually and through relationship building

Collaboration : Driving process and product changes with internal teams based on Seller voice and resolution required for better seller experience

Cost : Managing cost and AOP of Seller experience through initiatives and planning

Differential service : Driving project Caretouch providing differential service

VOS : Interpreting and understanding Voice of sellers

People : Growth and development of the seller support team.

Success criteria :

- Increasing Seller Support NPS

- Reduction of Seller Pain

- Decrease in breach and TAT of resolution

- Development of people in the team

- Manage cost of service

- Success of differential service to top sellers.

Desired skills and experience :

- Post Graduate / professional from a top notch institute.

- Total 10 - 15 years of experience and at least 5 -7 years experience in BPO operations as client or vendor

- Experience in collaborating with internal stakeholders for transformational changes to seller experience

- High operations rigor demonstrated in the career.

- Analytical capabilities to interpret voice of sellers

- Deep understanding of NPS and drivers of the same.

- Experience in driving either B2C or B2B experience