Flipkart
Website:
flipkart.com
Job details:
Function : Customer Experience / Operations Excellence
Job Description :
1. Driving attempt conversion and improving customer experience through process excellence and influencing partner behaviour
2. Driving Key projects and program managing the E2E execution from inception till stabilization
3. Managing and coordinating with all stake holders - both internal and external
4. End to end process mapping, identification of gaps and executing service excellence strategies at the hub level through various checks and balances by collaborating with Ops and Experience coaches
5. Identifying Customer and Seller dissonances / improvement opportunities and partner with business to recommend actions. i.e. Applicable actions on defaulters and repeat offenders
6. Monitoring adherence of standards, ethics, and performance through regular visits to the assets and collaboration with state/regional leaderships
7. Collaborate with Cluster Ops, Training, HR, Design, and other support functions for an improved experience of both internal customers (field executives) and external customers (customers)
9. Should be able to respond to ad-hoc requests for data/insights to support business needs
10. Understand and report key NPS drivers for each major experience levers and manage E2E
11. Mentor the team and manage the MIS, Projects, Routines, Periodical Reviews closely. Also groom successors within the function as applicable and ensure best E-SAT from the Team.
12. Having Good knowledge in SQL, Phython, R Language , where excel work can be converted to Automation
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