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Manager - Customer Support
2 months ago
we are aggressively andvoraciously ambitious. Starting in 2017 with noon.Com, the region’s homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon in Minutes, noon Food, NowNow, SIVVI, noon VIP, and noon one.At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you – you will enjoy this incredible journey with usJob DescriptionWho are we?At noon, we aspire to be the most customer-centric and relevant digital company in the region. To reach this goal, we need exceptionally talented, bright, and driven people who love the hustle. If you'd like to help us build a place where everyone can find and buy anything online in the region, this is your chance to make history.What are we looking for?We’re looking for a passionate and dynamic Customer Support Manager who will develop and operate a world class customer support team for our customers. You’ll work alongside some of the brightest minds who always push the bar higher and set new benchmarks.What will the role look like?You will:Drive 24X7 customer support and ensure contacts coming from all channels including Chat, Email, Social Media and Cross Platform are handled and achieve key KPIs such as FRT, AHT, Chat to Calls Ratios, Overall Call Ratios, Repeat Rates, CSAT, CSAT Rate, Attendance etc.Send out a Daily, Weekly and Monthly report to the CS leadership.Investigate critical high value cases and provide closure decisions.Ensure phase level front line and leads hiring, onboarding and training within defined time frame.Submit detailed RCA on highlight escalated cases including corrective and preventive actions.Conduct monthly rewards and recognition ceremonies to reward hard working employees and authorize disciplinary actions against those in the bottom quartile.Review the agent population in bottom quartiles, mid performers and top performers and develop strategies to shift mid performers to the top and reduce attrition.Conduct skip level meetings with front liners once in a quarter and ensure their concerns are addressed.Monitor key CS metrics and identify underlying reasons in case of non-adherence to the KPI, further, work with respective teams and solve the problem.Ensure manpower rostering, shift planning and availability including distribution of headcount in each shift is planned and executed as per the business needs.Randomly audit interactions and speak to some customers on a daily basis to figure out areas of opportunities. Ensure, Team Leads and Agents are briefed on the outcome.Participate in regular floor walks, agents and TL shadowing and maximum on floor presence. Help TLs in decision making, facilitate and obtain necessary approvals for exceptions.Regularly visit dark stores and meet drivers and self and TLs up to date with on-ground fulfillment and delivery related processes.Attributes to succeed in the roleSkills experiences and behaviors required:Prior working experience - 5+ years in quick commerce or e-commerce is required.Show how it’s done - We’re looking for a leader who is hand-on, takes control and gets the things done. A true role model who leads by example.Own every failure and turn it into success - Accepting failure requires courage and tremendous patience and we want you to embrace failure and turn every failure into an opportunity for success.Customer first - Sometimes we’re blinded by the process and miss seeing the customer pain point. In exceptional scenarios we expect you to go above and beyond the laid process and turn customer pain points into a beautiful experience.See a bigger picture - Let go of something bothering and not fitting in the framework for a bigger outcome.Excellent Communicator - Ability to think and clearly communicate anything both written and spoken.Sense of Ownership - Feels a very strong sense of ownership and goes above and beyond the call of duty to get the things done.Who will excel?We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over-reliance.Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.Is this you?
