About Aadar (https://aadar.co/)

AADAR- was established in 2018 with the motive to bring good old Ayurveda inspired products to the modern consumer; products which are becoming more and more relevant for today's fast paced life.

ADAR is one of the best pioneering Ayurvedic brands, focusing on issues such as health & wellness in Men & Women and improve performance. Backed by strong research and validation, today each product of AADAR is formulated based on the principles of Ayurveda, and tries to provide relief from lifestyle conditions.

Driven by a strong team and renowned industry experts, AADAR aims to inculcate Ayurveda in everyone's lifestyle.

The Customer Success Manager will responsible for providing superb customer service by leading and motivating the customer service team, developing loyalty programs, and creating customer satisfaction goals.

Qualifications :

- 6 - 8 years of experience in Contact Center / Customer Service Operations

- Strong background in customer support in ecommerce companies.

- A Bachelor's degree in Business Administration/ any relevant field.

Key Deliverables:

1. Customer Service

- Provide leadership and direction to the entire customer support department. Ensure the First Response Team, Chat Response team and Telecalling team communicates effectively with the other departments

- Will be indirectly responsible for managing the Outbound Response Team.

- Build a community around the Consultation Vertical to provide timely and satisfactory consultations to customers.

- Responsible for managing all customer related communication - consultation chats, telephonic queries, order confirmations, returns, feedback messages and customer reviews.

- Effectively communicate with customers and / or other required internal and external stakeholders to ensure that customer service requests are solved and closed professionally.

- Guide and advise potential customers with the aim of converting to purchase.

- Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of Aadar in the customer's mind.

- Identify customer service trends and determines system improvements.

- Complete monthly reporting of customer service statistics, showing e-mail and order volumes

- Actively communication with the operations department for order fulfilment.

- Plan the training and standardization of service delivery.

- Carrying out supervisory responsibilities in accordance with Aadar's brand policies and procedures.

2. Team Management:

- Will be responsible for interviewing, training, and motivating the customer service team; planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.

- Will own and drive performance metrics with the team to achieve customer promise expectations.

- Implement and monitor performance metrics in his team to devise strategies for improved consumer experience.

Skills Required:

- High customer orientation and multitasking skills. Extremely agile and responsive towards consumer feedback.

- Written and oral English proficiency is critical for success.

- Must be highly collaborative with strong interpersonal skills.

- Should be able to confidently interact with customers and partners at all levels.

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