Roles & responsibilities  - Owns the national responsibility of delivering on the customer promise of ensuring timely and quality installation service for all large appliances sold through Flipkart.  - Is responsible for understanding business goals and expectations and works with key stakeholders across the organization to develop the long term service management strategy roadmap that would deliver a significant competitive advantage to Flipkart in the large appliances category.  - Manages the 3PL relationship with Flipkart's service partner and owns responsibility for all operational service metrics being delivered by them.  - Works closely to implement process improvements that ensure continuous improvement in service operations and customer experience.  - Is the primary contact between Flipkart and brands for all service related operations and works closely with the Flipkart Business Development team to develop processes and policies that ensure high levels of customer service in brand serviced products.  - Leads change and innovation in service delivery, operating processes, and technology that ensures a differentiated advantage to Flipkart in the Large Appliances business.  - Designs metrics and parameters to measure operational service effectiveness and draws out new initiatives to continually improve upon the same.  - Is a key contributor to customer satisfaction, measured by the NPS scores, and works closely with all key stakeholders( Business development, Customer Service, Internal ops, Training) to drive initiatives for improvement on the same.  - Is responsible for setting up the service readiness for all new category introductions in the Large Appliance category.  - Manage people development process so that internal central & regional teams and 3PL service providers have the skills & knowledge to manage the changing needs of the organisation, meet Flipkart business goals and continually provide the organisation a competitive advantage in the challenging eCommerce market.  - Is a key contributor to the returns management process and works with Business teams, customer service and Brands to design and support an effective returns management process  Candidate Profile:   - BE Electronics or Electricals with MBA preferred  - 10 + years experience in customer service with Field Service Management from Reputed consumer durable or Retail Organizations. (Corporate role is preferred)  - Experience should include service management including Process designing, Defect analysis, Defective clearance, Reverse Logistics/Return Support, and working in self-directed with external work teams.  - Demonstrates the behaviors that support customer satisfaction   - Excellent written and verbal communication skills   - Good understanding of Revenue generation through Flipkart Service Vendors in assigned Area.  - Excellent in time management skills, detail oriented and ability to multi-task   - Data analysis skills and knowledge of CRM and applications is an advantage.  - Brand relations and Understanding of Service Audit

Bangalore

Flipkart - AD - Service Management  

Flipkart - AD - Service Management   ,Job Description for Flipkart - AD - Service Management   in Payoda Technologies in  Bangalore for (10-16) years of experience. Apply Now!

Job Description for Flipkart - AD - Service Management   in Payoda Technologies in  Bangalore for (10-16) years of experience. Apply Now!