Head - Customer Services - Buyers - B2B - Online/Internet

Head - Customer Services - Buyers - B2B

- The Job requires continuously improving the Net Promoter Score of Users who use this Marketplace for their Buying Needs.

Managing complete end to end experience right from requirement capturing, match-making till requirement fulfillment.

Job Summary :

- Ensure that buyer requirements are fulfilled as per their RFQs through Sellers listed on this Marketplace

- Ensure timely validation and enrichment (through call) of each Buy Requirement. Plan and scale the capacity of contact centres as per the need.

- Establish processes to filter out spammers/bogus users

- Develop algorithms that can do right match-making and select relevant sellers as per buyer's requirement in quickest time.

- Continuously work to improve the effectiveness and efficiency of the processes and technology required for RFQ validation, RFQ enrichment and right match-making to introduce the relevant sellers to buyer

- Optimize Cost of operations

- Work with the technology teams to design systems/processes that can generate pre-enriched RFQs by developing models that can capture relevant industry specific questions from the buyers at the time of posting the RFQs

- Ensure that the right kind of resources are hired, skilled and retained

Qualifications : MBA or equivalent. B.Tech would be a big plus

Experience :

- Minimum 5-7 year of experience in Product Management Profile in the space of Internet

Skill Sets / Requirements :

- Excellent communication and presentation skills

- Re-engineering, Process engineering approach

- Analytical abilities to identify meaningful trends and insights from large data sets

- Strong problem solving, analytical, Prioritization skills with an eye for detail

- Proven leadership abilities

- Strong Customer Orientation

- Experience of working with technology team to get software developed/tested and implemented