Manager - Customer Experience - Internet/eCommece

Silver People
  • Delhi, Gurgaon
  • Confidential
  • 5-10 years
  • 28 Jul 2015

  • Customer Service

  • Internet/ ECommerce
Job Description

Role/Duties :

- Manage all customer interaction channels - Inbound, Outbound, Chat, Email, etc.

- Deliver a stellar customer experience on all fronts and maximize NPS at all times

- Focus on improving customer-service standards, resolving problems, completing audits, identifying customer service trends, etc.

- Plan and manage annual budget for all relevant cost heads

- Study, design, evaluate and re-design processes;

- Adopt technological solutions for setting up systems and methods for delivering seamless customer experience

- Accomplishes customer service human resource objectives by recruiting, training and coaching employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Educational/Professional Qualifications :

- Operational experience in customer service setup for 5-10 years at a managerial level

- Graduation and Post-graduation from reputed institutes

Skills :

- Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)

- Demonstrated ability to build, develop, direct, and manage a group of people (Strong preference for individuals who have created and built a stellar team from scratch)

- Ability to support Business and provide solutions to customer pain points

- Proven ability to manage reporting and analysis

- Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations

- Strong interpersonal and communication skills

- Superior team management skills

- Highly passionate and motivated individual willing to work in an independent high-growth environment

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Silver People