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Job Description
Customer Service Excellence:
o Take ownership in driving KPIs: improvement in complaints %, resolution times, response rates, CSAT, NPS, App ratings by collaborating with key stakeholders- Operations, Logistics Category, Quality, Technology
o Manage escalations from customers, demonstrating empathy and problem-solving skills to ensure timely and satisfactory resolution & conduct RCA to avoid recurrence.
o Conduct periodic performance reviews and implement training initiatives to help team achieve their targets and ensure customer service remains intact.
o Identify trends in customer issues and feedback to drive improvements with respective stakeholders to improve customer experience across all touchpoints.
o Work closely with cross-functional teams to streamline operations and resolve service-related challenges, allocate to right POC for further action & closure
Team Leadership:
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o Foster a positive team culture that encourages collaboration, customer first approach, innovation, and continuous improvement.
Training & Development:
o Design and deliver comprehensive training programs along with HR which includes process, system, policies, etc that equip team members with the necessary skills and knowledge to excel in their roles.
o Closely monitor and share best practices followed by competition & adopt practices relevant to Barakat business.
Skills
OperationsCustomer ServiceLogisticsIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
Important dates & deadlines?
Application Deadline
04 Apr 25, 04:08 PM IST
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