Dedicated Customer Experience Specialist

2 days ago

Gurgaon, Haryana, India beBeeIntegration Full time ₹ 80,00,000 - ₹ 1,20,00,000
About This Role

We are looking for a high-caliber professional to join our team as an Integration and Support Manager.

This is an exciting opportunity to work with a talented team, driving major missions forward and delivering cutting-edge solutions.

Key Responsibilities:
  • Resolve customer complaints within defined Service Level Agreements (SLAs) and maintain 24/7 team availability to address concerns promptly.
  • Analyze recurring complaint patterns, identify key attributes, and collaborate with ground operations and tech teams to implement root-level solutions.
  • Reduce resolution times for common issues by improving processes, refining ticket assignment logic, and developing mechanisms to identify potential escalations early.
  • Prepare detailed Root Cause Analyses (RCA) for unique or complex cases, driving necessary changes across the value chain to prevent recurrence.
  • Compile and share daily, weekly, and monthly insights with senior management, highlighting trends, challenges, and improvements.
  • Uphold company policies, regulatory requirements, and industry standards throughout all complaint resolution processes.
  • Develop and manage a robust complaints resolution team consisting of skilled callers, critical problem-solvers, and high achievers.
  • Continuously improve team productivity while maintaining high-quality service levels and customer satisfaction.
Requirements:
  • Proven track record of problem-solving in personal and professional journeys.
  • High level of commitment, availability, and accountability.
  • Courage to pinpoint problems and effectively communicate with stakeholders, drive changes.
  • Bachelor's degree or MBA, with a minimum of 5+ years of experience in a relevant role.
  • Program management experience in ecommerce, quick commerce, or food aggregator, with a proven track record of solving customer pain points and cost-saving initiatives.
What We Offer:
  • A dynamic work environment with a young, aggressive, and talented team.
  • Ongoing opportunities for growth and development.
  • A competitive compensation package.

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