Manager - Customer Experience - Internet/eCommece - Startup

Our client is an Internet start-up in automotive sector (pre-owned car space) which is backed by 2 very successful ecommerce entrepreneurs. The client is well funded by high profile global investors; Angel/Seed rounds are already closed and Series A in progress. They have come up with unique, scalable and globally successful business idea. Owing to confidentiality and criticality, details to be shared in course of discussion.

Ground launch is in July and they are building the most awesome team targeting 60+ employees by end of July. They also have billion dollar aspiration in 2 years of its operation. Silverpeople is retained as their people resource partner to build their landing team from scratch.

Corporate set up based in Gurgaon

Why should you join :

- To get early bird advantage in growing untapped market

- To be part of founding team of an unbelievable start up

- To directly work with top notch leaders in ecommerce space

- To be part of history in creating an exemplary organisation

Role/Duties :

- Manage all customer interaction channels - Inbound, Outbound, Chat, Email, etc.

- Deliver a stellar customer experience on all fronts and maximize NPS at all times

- Focus on improving customer-service standards, resolving problems, completing audits, identifying customer service trends, etc.

- Plan and manage annual budget for all relevant cost heads

- Study, design, evaluate and re-design processes;

- Adopt technological solutions for setting up systems and methods for delivering seamless customer experience

- Accomplishes customer service human resource objectives by recruiting, training and coaching employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Educational/Professional Qualifications :

- Operational experience in customer service setup for 5-10 years at a managerial level

- Graduation and Post-graduation from reputed institutes

Skills :

- Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)

- Demonstrated ability to build, develop, direct, and manage a group of people (Strong preference for individuals who have created and built a stellar team from scratch)

- Ability to support Business and provide solutions to customer pain points

- Proven ability to manage reporting and analysis

- Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations

- Strong interpersonal and communication skills

- Superior team management skills

- Highly passionate and motivated individual willing to work in an independent high-growth environment