Manager - Client Experience (SME)

2 months ago


Goa, India Delhivery Full time

Job Profile:

To handle and manage the Client Experience & business for SME/D2C clients.

Job Description:

  • Responsible for managing a team of 8-10 team members who are handling the high Volume SME/D2C clients and ensure they deliver High Performance and meet their KRA’s
  • Study Existing Processes/SOP’s for improvisation & Set Up New processes basis client/operations problem statements
  • Innovate solutions & mechanisms that solves customer problems
  • Connect and maintain relationship with Clients for Feedbacks/Suggestions, understand their pain points to deliver customized solutions and to enhance client experience
  • Regular business review with the clients and focusing on value growth areas for the Business.
  • Coordinate with various stakeholders, Handle Escalations , prepare RCA and work upon permanent solutions
  • Drive Continuous Improvements in process , productivity ,quality & cost structures

Skills:

  • Excellent Communication skills
  • Min 5-6 yrs experience in customer service management, escalation management, process improvements, resolving issues, building SOPs
  • High level of analytical ability to identify and solve problems
  • Experience in People Management
  • Proficiency in Ms Excel, PowerPoint
  • Good to have logistics Experience


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