About the Company:

Gurgaon based mother & baby care startup raised $1 million Series A funding. The round was led by Saama Capital and DSG Consumer Partners.

The three-year-old company has expanded its presence across most online marketplaces and is even opening two stores in Delhi-NCR's premium maternity hospitals. It counts over 5,000 mothers as customers and is using this direct connect for product feedback and to create the next ranges of natural, certified toxin-free products.

The products are developed by key cosmetic experts from Australia, Switzerland and India, and the ingredients are checked for toxicity against databases across the globe.

Role/ Designation : Head - Customer Experience

Responsibilities

- Effective time bound management of calls and complaints from customers (chats, emails, phone calls, in-person)

- Enforcing roster for all agents and ensuring enough bandwidth is available spikes in orders

- Planning, creating and executing a training program for all call center agents to ensure a standard customer experience

- Responsible for recruiting agents of the required skill set

- Handle escalations that agents need help with and ensure customer satisfaction

What are we looking for in the candidate?

- People who know how to start all their thinking with the customer and work backward to deliver amazing service

- Must be someone who can make decisions with data and lead with passion, which thrives on challenges, has humility and understands the value of an associate-centered leadership style

- Leadership/ Team management.

- Strong functional skills around call center processes and interdepartmental communication.

- Strong interpersonal skills, an ability to eloquently convey complex ideas, and a good instinct for business.

- Analytic and problem-solving skills, which require a practical numbers-oriented mind.

- Should have exposure to Quality / Six Sigma / Lean

- Ability to work in high-pressure roles where deadlines and bottom lines are the measures of success and heavy burdens of responsibility are the norm.

- Empathy/relationship building would be core to the role

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