• Develop and implement customer-focused improvement projects
  
• Championing the customer through all our customer journeys, identifying their needs and expectations
  
• Ensure end-to-end project management and delivery of customer experience projects successfully in coordination with CS Manager
  
• Lead and manage large teams of Customer Service Department which includes Inbound, Outbound, Digital, and Issue Resolution. Also, guide them to reach the set objectives 
  
• Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators 
  
• Work closely with CS Manager on CS Management Level projects
  
• Ensure that the processes of Operations team & Support team are streamlined
  
• Coordinate will all internal departments to run day to day operations smoothly & resolve the issues aptly 
  
• Work in close collaboration with internal teams like commercial, marketing and logistics to identify and prioritize customer experience projects as well as own process improvements
  
• Improve overall Customer Satisfaction, Net Promoter Score and Communication
  
• Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  

Job Requirements:

• Bachelor/ Master’s Degree (preferred) in Management with minimum 3 years of relevant experience
  
• Work exposure in multinational company will be an added advantage
  
• Working knowledge of customer service software, databases and tools
  
• Must possess analytical and problem solving skills
  
• Excellent numerical skills with strong attention to details and accuracy 
  
• Excellent interpersonal skills with high level of confidence
  
• Strong organizational skill with result oriented approach
  
• Excellent written and verbal communication skills 
  
• Proficient in Microsoft Office Tools which includes MS Excel, MS Word, MS PowerPoint
  

What we offer:

• International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce and online marketing
  
• Rigorous training and exposure in team management, leadership, business analytics and operations
  
• Five days working week (Monday to Friday)
  
• Benefit package: Provident Fund, Gratuity, Employee Discount, Mobile top ups and data pack, Accidental Insurance, Medical Insurance, Full annual health check-up