Online Reputation Manager - Customer Service

Your Role :

- Drive High performance & customer-focused culture:

- Manage a team for 24/7/365 Q- commerce operations.

- Ensure a positive reflection for Organization across all social media platforms.

- Ensure all customer queries and complaints/escalations are responded under two minutes and resolved in 10 minutes.

- Share daily trends and analysis on Pareto issues - work collaboratively with all stakeholders for immediate and structural solutions.

- Identify root causes for all complaints and escalations - work with customer service, operations and other stakeholders to structurally reduce social media escalations and complaints

- Be Structured and agile: Development and implementation of SOPs with a customer- first approach.

- Lead Innovations with speed: Find practical and straightforward solutions to complex problems without sacrificing quality or core functionality. Run experiments that will challenge our assumptions and make Zepto better.

- Work with the owner's mindset: Wear the Zepto badge with pride. We are looking for owners - not employees. You will represent what we stand for and serve as culture carriers.