Assistant Manager - Customer Delight

Zomato
2.5 to 3 Years
Posted on 12 Jul 19
Job DescriptionLast Date 10 Sep 19
Assistant Manager - Customer Delight

Location: Gurgaon, India

Requirements:
  • High levels of ownership and ability to drive things independently through an in-house team or an outsourced partner
  • 2. 5 to 6 years of prior experience and a minimum 1 year of experience in directly managing a 15-20 member customer support team. Vendor management experience is a plus.
  • Understanding basic customer support channels and SLAs                                            
  • Strong analytical skills, highly data-driven and great attention to detail
  • Good problem-solving skills and sound business judgement
  • Ability to think and react in a high-energy, fast-paced environment
  • Good organizational skills including prioritizing, scheduling, time management, and meeting deadlines
  • Customer Delight team operates in a 24*7 environment with rotational shifts.
  • The desired candidate is expected to lead a team and should, hence, be able to lead by example 

About the role:
  • The fastest growing membership program - Zomato Gold, is incredibly exciting and fast-paced. 
  • At the very core of this business is customer experience, which is something we're known for, and something we work exceptionally hard to maintain. 
  • This team is responsible for driving great customer experience by providing quick updates through the in-app chat feature, email, or calls to keep customers happy, and coming back for more.

Here's what you'll do day-to-day:
  • Execute day-to-day customer support operations and strategy
  • Manage a team of customer support Associates and Team Leads
  • Drive the team to provide superior customer support and fulfilment to Gold users
  • Identify issues or gaps and implement structured and scalable solutions
  • Own tracking and reporting of process metrics and data
  • Identify and drive process improvements based on insights from the data
  • Effectively funnel feedback to product and engineering team to enhance customer experience
  • Help merchants improve service quality by setting up structured feedback systems and escalating performance issues
  • Drive customer delight team to provide the best in class customer experience in every interaction

Job Role

Job Type

Interview Type

Face to Face Interview

Company Description
We are over 2000 passionate Zomans strong across 24 countries, and we're growing by the day. At last count, our team represents 32 nationalities, and speaks twice as many languages. We're split 50:50 on tea drinkers vs. coffee drinkers. The tea drinkers are the nicer ones.

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