Posted By
Posted in
SCM & Operations
Job Code
1407593
Job Profile:
To handle and manage the Client Experience & business for SME/D2C clients.
Job Description:
- Responsible for managing a team of 8-10 team members who are handling the high Volume SME/D2C clients and ensure they deliver High Performance and meet their KRA's
- Study Existing Processes/SOP's for improvisation & Set Up New processes basis client/operations problem statements
- Innovate solutions & mechanisms that solves customer problems
- Connect and maintain relationship with Clients for Feedbacks/Suggestions, understand their pain points to deliver customized solutions and to enhance client experience
- Regular business review with the clients and focusing on value growth areas for the Business.
- Coordinate with various stakeholders, Handle Escalations , prepare RCA and work upon permanent solutions
- Drive Continuous Improvements in process , productivity ,quality & cost structures
Skills:
- Excellent Communication skills
- Min 5-6 yrs experience in customer service management, escalation management, process improvements, resolving issues, building SOPs
- High level of analytical ability to identify and solve problems
- Experience in People Management
- Proficiency in Ms Excel, PowerPoint
- Good to have logistics Experience
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Posted By
Posted in
SCM & Operations
Job Code
1407593