Urgent Opening For CS Manager

7 days ago

Panjim, 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 KRAs .

  • Study Existing Processes/SOPs 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 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
- Experience in Customer Service Management
- 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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