Key Responsibilities

- Operational Oversight: Monitor daily metrics (vehicle dispatch, delivery timelines, and pickup execution) and oversee critical queues like ECS cases and pending/invalid scans to ensure zero backlog.

- Data-Driven Analysis: Conduct weekly and monthly deep-dive analyses on FIR (Customer Complaint), cancellation, quality issue, and city-wise performance reports to identify operational bottlenecks.

- Escalation & Conflict Resolution: Act as the final point of escalation for high-priority concerns (CEO-level and consumer forum cases), identifying structural process gaps across Finance, Collections, and Operations to implement preventive solutions.

- Team Leadership & Coaching: Analyze customer care performance reports to provide actionable feedback, maintain discipline, and step into frontline duties during high-demand periods.

- Inter-Departmental Liaison: Serve as the primary bridge between Customer Support, Marketing, Tech, and Warehouse teams to resolve SKU/pricing discrepancies, CRM issues, and drive same-day resolution.

Requirements & Eligibility

- Analytical Rigor: Proficiency in data analysis and reporting,



with the ability to turn raw operational data into actionable business insights.

- Conflict Management: Proven experience in managing high-stakes escalations and consumer complaints focused on service recovery.

- Cross-Functional Leadership: Demonstrated ability to coordinate seamlessly across diverse departments including Tech, Finance, and Warehouse operations.

- Operational Discipline: Strong track record of tracking performance metrics and ensuring strict process adherence in a quick-paced environment.

- Mindset: A proactive problem-solving approach aimed at identifying gaps and implementing preventive solutions.

Pay: Up to ₹50,000.00 per month

Ability to commute/relocate

- Gurugram, Haryana (Gurugram): Reliably commute or planning to relocate before starting work (Required)

Application Question(s)

- What was your last drawn Annual CTC?

- How much are you expecting?

- Are you an immediate joiner? If not what is your notice period?

Location

- Gurugram, Haryana (Gurugram) (Preferred)

Work Location: In person

📌 Customer Service Manager (CSM) (Gurugram)
🏢 Rentickle
📍 Gurugram