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01/04 Renu Nair
HR at Freelance

Views:558 Applications:146 Rec. Actions:Recruiter Actions:27

Regional Manager - Customer Service Operations - Retail (8-15 yrs)

Bangalore Job Code: 116665

Customer Care/Customer Service : 

Ensures customers are guided to :

- To enable them to avail of value added services like gift-wrapping, alterations, exchanges & other conveniences.

- Sets up processes/initiates plans to build for moments of magic, avoid customer complaints & grievances.

Omni Channel - Facilitating picking accuracy within timelines of online orders.

Omni Chanel - Smooth exchanges/returns for a hassle free after sale experience.

Customer feedback :

- Ensures in service recovery within agreed time-line (72 hours).

- Ensures customers queries are addressed and complaints/grievances are resolved (I.e. moments of misery are converted into moments of magic).

- Customer interceptions - Speaking to customers to understand their needs and requirements.

Competition Mapping :

- Works out action plans/strategies to match requirement.

- T-competition Tracking & Sharing Market Insights - Identifies parameters to track competition.

- Builds resources and databases of information on an ongoing basis by networking.

- Creates an index and updates it.

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