Customer Success APPLY NOW

Gurgaon
Full time
  • Lead, expand, and mentor the customer success team by setting the strategy and KRA s, hiring, training and motivating employees to nurture an environment where they can excel through encouragement and empowerment.
  • Implement the service delivery strategy defined by the organization.
  • Ensure that quality and service delivery standards are met and exceeded
  • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives
  • Manage the support operations and performance activities, customer satisfaction
  • Evaluate and develop staff
  • Analyse statistics and customer touchpoints to evaluate the user experience and service levels and suggest improvements therein.
  • Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate.

Skills and Qualifications

  • A Bachelor’s degree in any discipline.
  • Min 2-3 years of relevant experience working in e-commerce customer support.
  • At least 1 year of experience as a people manager in support organizations, including a proven track record of hiring and mentoring employees.
  • Excellent written & verbal communication skills.
  • Excellent interpersonal and teamwork skills.
  • Should ensure a high level of quality in process deliverables
  • Self-driven, proactive, hardworking, team-player with a good sense of humour.
  • Should be open to work in any shift timing.


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