Job Description

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