Assistant Manager

3 weeks ago

Gurugram Gurugram India noon Full time

Job Description Job Title: Assistant Manager - Returns Location: Gurugram, India Reporting to: Manager, Returns About noon We're building an ecosystem of digital products and services that power everyday life across the Middle Eastfast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for an Assistant Manager, Returns who can help us move even faster. noon's mission: Every door, every day. What you'll do: Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward. Role Overview: The role holder will be responsible for managing returns operations, encompassing both proactive and reactive measures. Key Responsibilities: - Ensure timely processing of all returns requests within defined Service Level Agreements (SLAs), including pickup, Quality Control (QC), and Return to Customer (RTC). - Own performance metrics and collaborate with stakeholders across the UAE and KSA. - Develop technical diagnostics at the product/category level to minimize returns. - Monitor all open transactions across various stages to ensure timely closures. - Identify key items with high return rates and collaborate with the commercial team to systematically address these issues. - Ensure all return-related complaints and requests received via Customer Service channels are addressed and resolved in accordance with established policies. - Facilitate the approval or rejection of returns in adherence to policy guidelines. - Facilitate exceptional approvals from management on a case-by-case basis. - Engage with the commercial team to assist customers with disputes concerning warranty claims. - Proactively monitor returns data to identify fraudulent patterns and systemic abuse, segmenting findings by customer demographics and behavior. - Prepare and review daily and weekly reports on key return metrics such as volume, resolution speed, and customer satisfaction. - Evaluate returns data and highlight root causes for CS operational misses and suggestions to mitigate the gap. What you'll need: - Bachelor's degree in Business, Operations Management, or a related field. - 35 years of experience in customer service, returns management, or operational role, with at least 1 year in a supervisory or team lead capacity. - In-depth knowledge of returns and warranty processes and policies (minimum 1 year experience in similar profile). - Exceptional problem-solving, conflict resolution, and communication skills (both written and verbal). - Proficiency with CRM software (e.g. Freshdesk, Zendesk, Salesforce, Zoho), ticketing systems, and MS Excel. - Proven ability to multitask, prioritize, and thrive in a fast-paced, dynamic environment. Who will excel - We're looking for people with high standards, who understand that hard work matters. - You need to be relentlessly resourceful and operate with a deep bias for action. - We need people with the courage to be fiercely original. - noon is not for everyone; readiness to adapt, pivot, and learn is essential.

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