The primary objective of this role is to own the day-to-day operations and ensure everything runs smoothly. The person will be responsible for managing operational activities, coordinating with internal teams and external partners, keeping a close watch on ticket queues and backlogs, and ensuring issues are resolved within the defined timelines.
Key Responsibilities:
* Manage the day-to-day operations of the Customer Delight function and ensure smooth execution.
* Monitor ticket queues, pending cases, and backlogs, and work with the team to ensure they are cleared within SLA.
* Act as the first level of escalation by working closely with the support team, by working on tickets and ensuring operational issues are addressed promptly and escalating critical concerns when required.
* Coordinate with internal stakeholders such as Logistics, Warehouse, Finance, Tech, Marketing, and other teams to drive timely issue resolution.
* Track all operational tasks and proactively follow up to ensure timely closure.
* Identify operational bottlenecks and work with the relevant stakeholders to ensure minimal impact on day-to-day operations.
* Support the implementation of recent operational processes and ensure they are executed effectively.
* Ensure operational processes are being followed and highlight any gaps or deviations.
Preferred Experience & Skills:
* Min 2-3 years of experience in Customer Operations or Customer Support Operations with similar brand.
* Hands-on experience working with CRM platforms such as Freshdesk, Zendesk, or similar customer support tools along with a good understanding of cloud telephony platforms and shopify, on how it works and other customer support workflows.
* Strong ownership, coordination, stakeholder management, and follow-up skills.
* Ability to manage multiple priorities in a fast-paced environment.
* Good working knowledge of Excel or Google Sheets.