Assistant Manager - Customer Support Job in Yulu Bikes

Job Summary The Customer Experience team represents the voice of Yulu s customers. This team has an enterprise wide vision and works with all functions (Supply Chain, Category, Technology, Contact Center, Marketing & Revenue, Operations, Cataloging etc) to ensure sustained performance across every leg of the customer journey. This is a customer centric role and drives through strengthening customers for using Yulu Services. You will be a key driver of Yulu s pre and post-sales customer lifecycle by ensuring customers have an overall delightful experience. Key Responsibilities Lead and strengthen the Yulu Cx vision and strategy Own and keep evolving Cx measurement framework Continuous performance monitoring along with respective stakeholders Conceptualize and launch strategic initiatives along with cross functional teams (Category, Planning, Revenue, Fulfilment and Product) to enhance customer experience Own and define customer facing policies for the platform Coordinate with cross functional teams. Own data analytics, market research champions and program management. Be true evangelist of customer experience Prior experience in formulating NPS (good to have). Conducting quality assurance surveys with customers about products, services and providing feedback to the management. Setting up an escalation process in the customer support team for bringing maximum productivity and KRA of the team. Key Requirements 4+ years of relevant experience working for CX, CS teams, E-commerce, in B2C product companies, Strong client-facing and communication skills & Customer service orientation Strong creative thinking and ability to visualize and program manage execution of large cross functional projects of strategic importance Distinctive stakeholder management, influencing skills to build and manage a complex ecosystem of internal and external partners Analytical skills along with ability to drive insight from data. Understanding of data sciences concepts and modelling is desirable Very high bias for action; Strong presentation, communication and stakeholder-management skills Team player and excellent collaborator Keep accurate records and document customer service actions and discussions Keep ahead of industry's developments and apply best practices to areas of improvement Maintain an orderly workflow according to priorities We assure you A friendly culture where you are encouraged to share ideas and opinions. A journey that will challenge and reward you in multiple ways. Skills Required Customer Service Operations, Stakeholder Management, Communication Skills