Manager - Customer Experience (Zoop)
Manager - Customer Experience (Zoop)
Posted on :
25-06-2025
Employer Active
1 Vacancy
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Job Description
- Develop and implement efficient processes for daily customer support operations.
- Design and plan an effective team structure to optimize performance and workflow.
- Conduct training sessions for team to enhance their skills and capabilities.
- Monitor performance metrics and make data-driven adjustments to strategies as needed.
- Build and maintain key customer metrics (NPS CSAT retention rates) and report progress to leadership.
- Handle escalations and work with delivery partners restaurants and customers to resolve issues efficiently.
- Develop and implement a customer experience strategy to improve satisfaction retention and engagement.
- Implement and optimize AI-powered support solutions such as chatbots and automated ticketing.
Qualifications :
- Proven experience of 5-7 years in customer support management or a related field.
- Strong leadership and team-building skills with a focus on mentoring and training.
- Excellent communication and interpersonal skills.
- Ability to analyse data and implement process improvements based on insights.
- Familiarity with customer support software and technologies.
Additional Information:
- The role is based out of Mohan Cooperative New Delhi and is expected to work for 6 days a week.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
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