Customer Experience Lead

2 weeks ago

Thāne, Maharashtra, India beBeeCustomerSupport Full time ₹ 19,80,000 - ₹ 25,20,000

Job Title: Assistant Manager, Customer Support

Key Responsibilities:

  • Resolve customer complaints within defined Service Level Agreements and maintain 24/7 team availability.
  • Analyze recurring complaint patterns, identify root causes, and collaborate with teams to implement solutions.
  • Reduce resolution times by improving processes and developing escalation mechanisms.
  • Prepare detailed Root Cause Analyses for unique cases and drive necessary changes across the value chain.
  • Compile and share insights with senior management, highlighting trends and improvements.
  • Uphold company policies, regulatory requirements, and industry standards in complaint resolution processes.
  • Develop and manage a robust complaints resolution team.
  • Improve team productivity while maintaining high-quality service levels and customer satisfaction.
  • Collaborate with internal technology and product teams to enhance the customer experience.

Requirements:

  • Proven problem-solving skills, structured thinking, and ability to synthesize information.
  • Commitment, availability, and accountability are non-negotiable.
  • Courage to accept and work towards closure, pinpoint problems, and communicate effectively.
  • Bachelor's degree or MBA with 5+ years of experience in relevant roles, including program management in ecommerce or supply chain products.
  • Meticulous attention to detail, project management skills, and excellent data analysis and communication skills.

We're looking for people who possess high standards, understand that hard work matters. You need to be resourceful, operate with a bias for action, and have the courage to be original. Adaptability, readiness to pivot and learn is essential.

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