ROLE SUMMARY
Responsible for end-to-end ownership of the customer experience function across chat, email, AI calling across marketplace and D2C channels. Sets and achieves departmental goals through governance, performance management, partner management and customer insights, using best-practice leadership and management principles and ensuring adherence to organizational procedures, policies and systems.
KEY RESPONSIBILITIES/ ACCOUNTABILITIES
Core Responsibilities :
- Governance & Performance Management: Establish CX processes, review mechanisms, performance metrics, SLAs and reporting across all channels. Develop and manage key performance indicators and communicate performance and process improvements based on fact-based business intelligence.
- Performance Delivery: Identify, develop and drive plans to ensure the Customer Service team meets all performance metrics (e.g. CSAT, FCR, resolution time, query % reduction, escalations). People Management: Manage the current CX setup, drive productivity, and ensure consistent service quality and performance across the team.
- Partner Management: Manage external CX partners, monitor performance against SLAs, and drive continuous improvement. Create and deliver in-house and partner performance reports; collect, analyse and summarise data, identify trends and create appropriate action plans.
- Channel & Automation Management: Oversee customer interactions across chat, email and AI calling, ensuring effective query resolution, consistent communication and optimal use of automation. Monitor and track channel performance with respect to FRT, CSAT, escalations and quick, crisp responses.
- Consumer Insights & Voice of the Customer: Analyse customer feedback, complaints, reviews and recurring issues across marketplace and D2C channels, and share actionable insights with business teams. Drive a comprehensive “Voice of the Customer” strategy that aligns VOC insights with in-depth customer analyses to better understand and predict consumer behaviour.
- Continuous Improvement: Identify key customer pain points, drive root-cause analysis, and work with relevant stakeholders to improve customer satisfaction and reduce recurring complaints. Drive Customer Delight projects and re-engineer SOPs.
- Multi-Market Service: Manage customer experience for customers in the USA and India, ensuring service standards, communication and coverage suit each market.
- Cross-Functional Coordination: Coordinate with Logistics, Business and Product teams for closure of cases.
- Governance Cadence: Participate in daily and weekly meetings, address key performance concerns, and follow up on action plans to drive performance.
- Knowledge & Quality: Own knowledge management for the team and quality control.
Self-Management Responsibilities :
- Innovate, design, develop, and implement processes, systems, and technology to support and enhance the process.
- Supervise and work closely with the LOB team to monitor performance and resolve ops issues.
- Ensuring continuous adherence to existing guidelines on various aspects of delivery, response to internal clients, mail etiquettes.
- Organize and coordinate the training programs for new hires and refresher customer service training programs.
- Work with Inhouse Supervisors & Team members to ensure escalated cases are closed on priority and learnings are implemented in the SOPs.
- Develop SOP and Ops Excellence framework.
- Apply performance management strategies - action plans, BQ planning.
- Performance management and appraisals of the team.
KNOWLEDGE
- Minimum Qualifications | Graduate / Diploma (10 + 2 + 3 / 10 + 3)
- Language Skills | English (spoken and written); Spoken Hindi (neutral accent)
EXPERIENCE
- Years of Experience : A minimum of 6 to 8 years of experience in Customer Service operations.
- Nature of Experience : Minimum 2 years in a startup / D2C environment.
- Mandatory: Proven experience managing customers across the USA or India markets.
- Experience managing customer service for marketplace and D2C channels and analyzing customer feedback, complaints and reviews.
- Experience managing external CX / BPO partners against SLAs and overseeing chat, email & voice channel
TECHNICAL COMPETENCIES
- Working knowledge of MS Office / Google Workspace; strong Excel / Sheets skills for reporting and analysis
- Telephony Systems like Avaya, Genesys, Exotel etc.
- CRM systems like Salesforce, Freshdesk, Kapture etc.
- Helpdesk / ticketing and marketplace seller portals, and complaint / review dashboards
- Exposure to AI calling, chatbot and automation platforms
- Exposure to COPC & 6 Sigma concept.