Job Description:

Email Support Level 1 & 2 Desk, Escalation Desk (Grievance/ Service Head desk/ CEO escalations)

Handling of Customer's concern raised through various channels- National Consumer Helpline Portal/ RCAs on Legal Notices.

Partner/Vendor Management - Voice and Email Campaign.

- Driving online resolutions for customers queries and issues

- Planning and strategizing contact center operations/SOP's to ensure service delivery as per industry standards.

- Ensuring quality and training, process compliance.

- Responsible for Strategic Innovation, Process Re-Engineering at Customer experience/ Contact Centre level.

- Handling/ Monitoring Partner Contact Centre Operations and Complaints Management through various channels (400+ seat process).

- Partner /Stake holder Management for Call center Operations.

SLA's compliance

Collaborating with Logistics, Categories and Supply Chain for process re-engineering and implementing policy changes based on customer feedback in order to align with market needs.

CSAT Analysis- Building/Implementing processes/strategies and measurement systems aligned with critical customer KPI's for achieving c-sat.

Customer retention management.

Weekly / Fortnightly / Monthly reviews to dip checkpartner performance as per assigned SLAs.

Review Invoicing as per agreed contract.

Skills Required :-

Experience : 5 to 8 year in customer support

Education

- Sr. Sec. 60% above

- H Sr. Sec. 60% above

- UG:Any Graduate - Any Specialization

- PG:Any Postgraduate

Salary: (company standards)

Industry: KPO/Research/Analytics

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