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08/06 Nitin Bhatia
Senior Recruiter at ACME Services

Views:449 Applications:162 Rec. Actions:Recruiter Actions:122

Vice President - Customer Service - eCommerce (10-12 yrs)

Mumbai Job Code: 934717

Job Description:

- Be the voice of customer within the larger organization and help deliver a great experience across all customers

- Build a customer experience team that provides continuous support to customers across different channels ( internal and external customers both)

- Devise and implement innovative self-service support strategies that empower and reduce customer service effort. Keep ahead of industry's developments and apply best practices to areas of improvement

- Planning. Work with cross functional teams to drive continual improvement in people, technology, processes and service. Establish and test new strategies to improve the customer service experience

- Consistent insights to help identify pain points, break points in customer experience and improve products & services

- Supervise the support budget and headcount to optimize spend for value and savings

- Build a champion team.Recruit, mentor and develop customer service team and nurture an environment where they can excel

- Set clear goals, directions, and provide regular feedback to the team

- Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes

- Responsible for service levels & other call centre metrics like AHT, FTR, CSAT etc

- Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them.

Women-friendly workplace:

Maternity and Paternity Benefits

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