Customer Experience Leader

3 days ago

Tiruppur, Tamil Nadu, India beBeeCustomer Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title: Assistant Manager Customer Support

 

Job Summary:

We are seeking an experienced customer support leader to oversee our team. The ideal candidate will have a proven track record of efficiently resolving complaints, identifying recurring patterns, and implementing process improvements.

 

Key Responsibilities:
  • Resolve Complaints: Resolve customer complaints within defined Service Level Agreements (SLAs) and maintain 24/7 team availability to address concerns promptly.
  • Analyze Recurring Patterns: Identify key attributes and collaborate with operations and tech teams to implement root-level solutions.
  • Improve Processes: Refine ticket assignment logic and develop mechanisms to identify potential escalations early.
  • Prepare Root Cause Analyses: Drive necessary changes across the value chain to prevent recurrence.
  • Compile Insights: Share daily, weekly, and monthly insights with senior management, highlighting trends, challenges, and improvements.
  • Uphold Policies: Maintain company policies, regulatory requirements, and industry standards throughout all complaint resolution processes.
  • Develop Team: Build and manage a robust complaints resolution team consisting of skilled callers, critical problem-solvers, and high achievers.
  • Continuous Improvement: Continuously improve team productivity while maintaining high-quality service levels and customer satisfaction.

 

Requirements:
  • Proven Track Record: Proven knack for problem-solving, demonstrated in personal and professional journey.
  • Structured Thinking: Ability to synthesize information from diverse sources to achieve optimal outcomes.
  • Bachelor's Degree or MBA: Minimum of 5+ years of experience in a relevant role is required.
  • Program Management Experience: Preferably in ecommerce, quick commerce, or food aggregator with a proven track record of solving at least 2 customer pain points and cost-saving initiatives.
  • Data Analysis Skills: Excellent data analysis skills, including data extraction using SQL, data modeling, and documentation.
  • Communication Skills: Outstanding communication skills, along with strong data interpretation and documentation abilities.

 

The ideal candidate will possess excellent leadership, analytical, and communication skills, with a proven track record of driving business growth through efficient complaint resolution and process improvement.

 

The successful candidate will be responsible for developing and implementing strategies to improve customer satisfaction, reduce complaints, and increase efficiency within the team.

 

Excellent benefits and opportunities for career growth and development are offered to the successful candidate.

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