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Assistant Vice President - Customer Service

10 - 14 yrs
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Not Disclosed by Recruiter Openings: 1 Posted 30+ days ago Job Applicants: 1243 Job Views: 1500+

Job Description

 
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    Reporting into COO & CEO, you would be part of key leadership team in the organization, combining strategic thinking, analysis and planning of a large team.
    Scope of Work:
    - Take strategic decisions and contribute to the overall growth of the company. Interact with the leadership team, other department and other stakeholders to drive growth & excellence.
    - Enhancing customer experience across all channels including inbound calls, emails, customer queries etc. managing large team.
    - To establish a culture of extraordinary customer care across the team in achieving exemplary service experience for the customers.
    - Manage the user experience of the website including site navigation.
    - Develop and oversee the effective planning, QA to ensure efficiency, accuracy and timeliness of resolving customer queries & high customer satisfaction.
    - Manage all aspects of analytics related to eCommerce and communicate relevant information to team members, executive leadership and cross-functional partners.
    - Promoting teamwork, team empowerment, and skill development while leveraging frontline leadership effectiveness to help rapid growth of the team.
    - To monitor performance of the team to achieve set goals for leading performance indicators and to strive for improving operational efficiency of the team on a continuous basis.
    - Provide expertise on current eCommerce industry best practices.
    - Demonstrated strong business judgment and decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives.

Salary: Not Disclosed by Recruiter

Industry: Internet, Ecommerce

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Senior Management

Role:Head/VP/GM-Operations

Employment Type: Permanent Job, Full Time

Keyskills

Desired Candidate Profile

    Qualification Any

    Work Experience Required 10 - 14 years

    Job Location(s) Mumbai

    - Over 10 years of experience working in a similar role with a BPO/ ecommerce organization
    - Proven leadership of large eCommerce projects. Must have been in a strategic role for at least 1 year.
    - Strong Operations Management Experience with large span of control is mandatory.
    - Strong Process Orientation with very good understanding of Customer Service for Indian market
    - Proven track record of managing large teams.
    - Extensive knowledge of e-commerce technology and sophisticated analytics
    - Ability to operate in a fast paced, unstructured environment and mitigate risks.
    - Ideal candidate would have a very strong customer focus and would work towards improving operational efficiency to ensure customer delight.
    - Experience with B2C or B2B eCommerce depending on your focus
    - Ability to work in an unstructured work environment.

    What's on Offer: This is an excellent opportunity to develop your career within one of the fastest growing e-commerce firms and be a part of their strategic expansion.
    Work Days: Should be willing for work for 5 days a week + 2 alternate Saturdays every month. Willing to work for extended hours whenever required.
    Candidate should be willing to work in an unstructured work environment.

Education-

UG: Any Graduate - Any Specialization

PG:Any Postgraduate - Any Specialization

Doctorate:Doctorate Not Required

Company Profile:

En Pointe Adwisers

Our client is a start-up eCommerce firms in India. Due to rapid expansion in their business, they are looking for a senior professional with strong experience working in a start-up unstructured environment to help them take customer service to next level.
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