About the Company :
Pilgrim is one of the fastest growing and most innovative Direct 2 Consumer (e-commerce) businesses in the beauty space. Founded by serial entrepreneurs from IIT Bombay and IIM Ahmedabad, it offers a dynamic, fast-paced, and fun culture to be a part of.
Visit our website to know more about the brand. Also, check our IG page, discover.pilgrim
ROLES & RESPONSIBILITIES:
Overall Management
- Drive Excellence in Customer Service and quality of execution
- Monitor & track customer complaint/query resolution time, customer satisfaction, and set processes to improve it on a regular basis
- Be responsible for customer satisfaction (CSAT) score and accountable for improving it
- Build a strategy to ensure the quality standards of consulting & services to customers are improved on an ongoing basis
- Achieve business goals
- Lead customer support function and deliver the best customer experience by designing and implementing new strategies
- Support initiatives with the product and tech team to enhance customer experience at various touch points including website, chat, support desk, knowledge base, etc
- Ensure that all the refusals and returns are acted and closed for the same in time Performance management
- Reporting (monthly, quarterly, annual, QBR)
Social Listening/ ORM
- Train team to use tools for social listening about the brand, category & competition
- Set up process to reply to social media DMs/ comments/ queries
Hiring/ Team Management
- Define skillset required and develop job descriptions
- Initiate recruiting request
- Review Profiles - Provide next steps to delivery team
- Successful onboarding operations
- Frontline HR support
- Employee coaching
Financials & Contracts
- Contracts, renewals and amendments
- H1/2 spend plans. Manage budgets annually
- Expense reporting
Event Planning
- Team building
- Training
YOUR PROFILE:
- 12+ years of professional experience with reputed customer support / BPO processes
- Experience across both domestic & international processes preferred
- Should have managed a team of minimum 100 people
- Management of outsourced team driving performance and productivity
- Continuous improvement mindset
- Customer centricity
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