Delhivery - Manager - Customer Experience

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