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Manager- Customer Experience

2 months ago

Gurgaon, India FNP Full time
Job Title:

Manager- Customer ExperienceLocation:

GurgaonReports To : Assistant General Manager - OperationsExperience : 7+ years

Job Summary:

We are seeking an experienced Manager to lead our fulfillment operations and customer service team in the Q-commerce space. In this role, you will oversee all aspects of fulfillment operations while ensuring seamless customer service to support our rapid delivery services.

Key Responsibilities:Develop and implement strategies to enhance customer service operations, ensuring alignment with overall company objectives and customer experience goals and service level agreements (SLAs).Lead and manage a team of fulfilment supervisors, customer service managers, and representatives, providing leadership, guidance, and mentorship.Implement strategies to continuously improve the customer experience throughout the fulfilment process.Collect and Analyze call center statistics and adjust processes to reduce the touchpoints and exceed goals.Monitor and analyze key performance metrics (KPIs - Inbound, Chat & Emails) related to fulfilment efficiency, order accuracy, on-time delivery, and customer satisfaction.Collaborate closely with cross-functional teams including logistics, technology, marketing, and finance and external franchise to streamline operations and enhance customer service capabilities.Implement best practices and processes to streamline operations and improve responsiveness to customer inquiries and issues.Oversee the resolution of escalated customer complaints and complex issues, ensuring timely and satisfactory resolutions.Stay updated with industry trends and customer service innovations to recommend and implement improvements in service delivery.

Desired Skills:Bachelor’s degree in business administration, Marketing, Operations Management, or a related field; MBA will be preferred, not mandatory.Proven experience (8+ years) in managing customer service operations, preferably in a customer-facing or multi-location environment.Strong leadership skills and have managed Call centers with the ability to inspire and motivate teams to achieve goals and exceed expectations.Excellent analytical and problem-solving abilities, with a track record of driving process improvements and operational efficiencies.Exceptional communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.Demonstrated success in implementing customer service strategies that enhance customer satisfaction and loyalty. Proficiency in data analysis tools/software.