Customer Experience Manager

1 month ago

Gurugram, India Agrim Full time
ABOUTUS
AGRIM is a fastgrowingagritech startup building an ondemand B2B Agriinputs marketplace.Agriinputs is a $50bn industry spread across Seeds Agro ChemicalsFertilizers AgroTools and Animal Feed. AGRIM has scaled up rapidlyacross India with 10% of the overall customer universe alreadyonboarded on theplatform.

Havingclosed our Series A round of funding (to be announced publicly inthe coming weeks) with Tier1 investors we are very wellcapitalized. Our Founders are IIT/ IIM graduates andexentrepreneurs (with successful exits) and we have also built oneof the best startup teams with senior executives from Tier1education institutes ecommerce companies such as Amazon HopscotchPolicy Bazaar etc. and experienced industry professionals from theagriculturesector.
  • B2Becommerce marketplace for AgriInputs (Total Market potential of $50billion)
  • Founded byExentrepreneurs IIT & IIM Alumni: Mukul Garg and AviJain
  • Backed by 4 Tier1Investors
  • Growing 5X Month onMonth
  • Onboarded 1000 Manufacturers100000 Retailers Active acrossIndia
  • 300 Full timeemployees

KEYROLEAREAS

  • Leadoverall customer experience and support team focused on customerescalation resolution and experienceimprovement.
  • Responsiblefor driving key Customer Support KPIs like NPS Ticket ResolutionTAT %Issues w.r.t Total Ordersetc.
  • Track and Monitor customersupport tickets ensuring quality resolution as per committedSLA.
  • Analyze customer queries toidentify trends and implement proactive solutions to nullify keycustomer pain points.
  • Implementimprovements to enhance efficiency focusing on automation whereverpossible.
  • Own multiple customerfacing operational processes to ensure timely closures on thesame.
  • Generatereports on key support metrics utilizing data insights to makeinformed decisions.
  • Identify keydata metrics to drive operational efficiency and closely work withdata team for dashboarding.
  • Identifyproduct initiatives write down business requirement documents andcoordinate with product team for productGTM.

Requirements
  • B.Tech/B.Eor MBA from Tier1 & 2 education institutions ofIndia
  • Energetic andHungry individual who is willing to learn and grow with our startup
  • Ability tothink and react in a highenergy fastpacedenvironment
  • Awillingness to roll up sleeves to get things done
  • Data andProcess drivenacumen
  • Abilityto operate simultaneously and effectively in both tactical andstrategicmodes

NOTE: This role is completely work from office & 6days (MonSat)in Sec66 GurugramHaryana.

Customer Experience Customer Escalation Management Net PromoterScore

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