Head - Customer Experience - Startup

We are looking for a dynamic individual who can lead Customer Experience function for the Spinny.com

- Customer Experience/ Customer Delight (Ecommerce Call Centre)Responsibility:

- Head Customer Service will be responsible for overall metrics of the customer support department.

- Scale both Fulfilment Operation and Customer Experience Support process

- Re-engineer existing processes to improve NPS and Brand Loyalty of customers by conducting regular audits and detractor surveys. Transform the operations/ process for better customer satisfaction experience.

- Execution of quality across various sub-functions to ensure promised customer experience across all care channels.

- Determine operational needs by analysing quality impacting issue and derive action plan to drive improvement. Drive process improvement programs by innovating and sharing best practices- Continuously enhance Customer Service Experience and improve fulfilment operations of the ecommerce company

- Empathize with every aspect of the customer experience, putting customers needs first.

- Manage PS (Performance Standard) and CPS (Critical Process Standard)- Manage customer escalations & drive basis discipline on the floor. Resolve operational issues and escalations within the stipulated TAT (turn-around-time)- Monitor and publish variance against set service SLAs / TATs and immediate escalation for any quality deficits and short falls in performance.

- If required, conduct trainings, business reviews and proactively suggest solutions to common customer challenges.- Support the leadership team on ad-hoc projects from time to time such as potential identification and recommendation of service touch point's basis existing inputs.