Job Name : Customer Care
Salary : 20000 – 22000 a Months
Exp: 0 – 2 years
Company Name : Flipkart
Location : Bengaluru, Karnataka
Qualification : Graduation
Language : English/Hindi
Job Info –
- Work closely with various internal groups to understand business requirements, implement new processes and contribute to on-going process and product improvements
- Responsibility for the operational performance of outsource contact center partners and (or) Inhouse teams
- Develop objectives for the day-to-day Operational activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyse Operations statistics (Backend Operations, customer service metrics etc.)
- Hire, coach, Groom and provide training to personnel to maintain high customer service standards
- Perform RCA and also highlight failures for necessary corrective and preventive actions
- Researches and identifies problems with workflow and documents findings to correct issues.
- Revisit Process Flows and recommend course corrections as applicable
- Responsible for providing VOC and data visibilities to Service delivery vertical with respect to customers escalations for CAPA and process improvements
- Performs new methods and techniques for operational improvement.
- Conduct Ad Hoc fact finding activities on key Business metrics.
- Conduct periodic Process Adherence Audits
- Handling / Overseeing Transversal projects
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