Customer Experience Manager
Sastodeal
Sastodeal.com is one of Nepal’s leading ecommerce companies established on Dec, 2011. As the world is moving towards a digital revolution, we believe with Sastodeal and others in this industry, Nepal is not far behind in the digital race.

Our vision at Sastodeal is to connect sellers and buyers across the nation. Imagine you are in Surkhet and want to buy a good pair of sports shoes. Where do you go? And you are a seller in Kathmandu with varieties of sports shoes, how do you identify or reach that buyer? There is a huge gap, and our mission is to bridge this gap. With vendors, customers and us together, we create a greater impact in peoples’ lives and the nation’s economy at large.

Customer Experience Manager

Views: 1605 | This job expired 3 months, 3 weeks ago

Basic Job Information

Job Category : Marketing / Advertising / Customer Service
Job Level : Mid Level
No. of Vacancy/s : [ 1 ]
Employment Type : Full Time
Job Location : Kathmandu, Nepal
Offered Salary : Negotiable
Apply Before(Deadline) : Jun. 01, 2019 23:55 (3 months, 3 weeks ago)

Job Specification

Education Level : Bachelor
Experience Required : More than or equals to 3 years
Other Specification

  • Must have atleat 3- 4 year’s experience
  • Microsoft Outlook, Word, Excel, PowerPoint
  • Works or has worked in a customer management role with proven success
  • Able to analyze customer metrics, including Net Promoter Score
  • Challenges all processes that impact our customers receiving the best possible experience
  • Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements


Job Description

  • Manage Customer Experiences across all support channels (phone, email, social, chat)
  • Lead vision for channel strategy, vendor footprint and next generation service experience
  • Manage customer escalations and processes associated with timely and effective customer issue remediation
  • Define and drive adoption of best practice around customer engagement
  • Facilitate Customer Experience focus groups with customers, volunteers and staff
  • Work closely with internal partners to plan and execute strategic initiatives
  • Create standardized playbooks and interventions for each point in the customer journey
  • Develop key benchmarks and measures of success for customer experience
  • Implements and monitors improved governance, standardized process and procedures 
  • Leads the development of new solutions to meet customer’s changing expectations

What’s expected:

  • To be disruptive & innovative 
  • To lead by example

Job Hours: Monday to Friday – 9:00 AM to 6:00 PM 

Other Benefits: PF, Gratuity, Medical & Accidental Insurance, sim card

Applying Procedure:

Please email your Resume / CV along with a Cover Letter to hr@sastodeal.com by 1st June, 2019. Please mention the position you are applying in the email Subject Line itself.

OR,


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