Customer Experience Lead
Job Title:
Customer Experience Lead
Job Description:
1. The candidate should be focused improving customer experience post purchase of the package. Should be able to identify gaps in products, and service standards and fix them for customers.
2. Setting benchmarks for service experience and setting expectations well of the customers. Creating a health tracker for customer service by showing % of customers in green, red and orange.
3. Identify issues before customers raise them.
4. Should have handled service delivery and helpdesk pieces.
5. Drive the NPS and CSAT.
6. Should work closely with product managers and identify tech solutions or work with operations team and see the scope for improvement of customer experience and helpdesk
7. Ensuring lot of happy customers are created on the platform and aim to reduce complaints. Have 10xmore happy customer than complaints received.
8. Create SOPs ensuring Customer Experience is enhanced.
9. Preferably from an E-commerce background with Six Sigma certificate would be an Ad-on
Key Skills: process excellence , customer empathy , stakeholder management
Experience Range:
10 - 15 years
Educational Qualifications:
Any graduation ,and Any PG
Job Responsibilities:
1. The candidate should be focused improving customer experience post purchase of the package. Should be able to identify gaps in products, and service standards and fix them for customers.
2. Setting benchmarks for service experience and setting expectations well of the customers. Creating a health tracker for customer service by showing % of customers in green, red and orange.
3. Identify issues before customers raise them.
4. Should have handled service delivery and helpdesk pieces.
5. Drive the NPS and CSAT.
6. Should work closely with product managers and identify tech solutions or work with operations team and see the scope for improvement of customer experience and helpdesk
7. Ensuring lot of happy customers are created on the platform and aim to reduce complaints. Have 10xmore happy customer than complaints received.
8. Create SOPs ensuring Customer Experience is enhanced.
9. Preferably from an E-commerce background with Six Sigma certificate would be an Ad-on
Key Skills: process excellence , customer empathy , stakeholder management
Skills Required:
Process Excellence , Customer Experience Analysis
Candidate Attributes:
1. The candidate should be focused improving customer experience post purchase of the package. Should be able to identify gaps in products, and service standards and fix them for customers.
2. Setting benchmarks for service experience and setting expectations well of the customers. Creating a health tracker for customer service by showing % of customers in green, red and orange.
3. Identify issues before customers raise them.
4. Should have handled service delivery and helpdesk pieces.
5. Drive the NPS and CSAT.
6. Should work closely with product managers and identify tech solutions or work with operations team and see the scope for improvement of customer experience and helpdesk
7. Ensuring lot of happy customers are created on the platform and aim to reduce complaints. Have 10xmore happy customer than complaints received.
8. Create SOPs ensuring Customer Experience is enhanced.
9. Preferably from an E-commerce background with Six Sigma certificate would be an Ad-on
Key Skills: process excellence , customer empathy , stakeholder management
Job Code: KL-HPP39NUU
About Us
Magicbricks, a division of Times Internet Limited, a wholly owned subsidiary of Bennett, Coleman & Co. Ltd (The Times Group) is India’s largest and most trusted property marketplace for all property-related needs, enabling buyers, sellers and renters with the help of technology No 1 Property Site website that provides a common platform for property buyers, sellers & renters to locate properties of interest across India, and source information about all property related matters .Magicbricks, is and has been adjudged as the most preferred site in India, by independent surveys.
From being a purely listings platform, Magicbricks has grown manifold and is making rapid strides towards becoming a full-stack service provider in India’s real estate. With a product for each and every stage of the home buying journey, Magicbricks has become an integral part for home buyers and rent seekers. Riding on an innovation-centric DNA, Magicbricks has maintained a high growth trajectory over the last few years and has emerged as a leader not only in terms of revenue in its category but also the runaway leader of supply in India’s real estate market with a whopping 1 Million active property listings across 16,000 plus localities in the country.
From being a purely listings platform, Magicbricks has grown manifold and is making rapid strides towards becoming a full-stack service provider in India’s real estate. With a product for each and every stage of the home buying journey, Magicbricks has become an integral part for home buyers and rent seekers. Riding on an innovation-centric DNA, Magicbricks has maintained a high growth trajectory over the last few years and has emerged as a leader not only in terms of revenue in its category but also the runaway leader of supply in India’s real estate market with a whopping 1 Million active property listings across 16,000 plus localities in the country.
Why Us?
"To be the one-stop destination for smarter solutions related to all property needs."
Magicbricks offers you a culture that is all about innovation and winning. It challenges you and brings out the absolute best out of you. The dynamism here is such that it brings out the next level in you, unleashing your true potential much more than you have ever imagined. This will eventually turn you into a high-performer who is full of ideas, solutions and unmatchable confidence.
Magicbricks offers you a culture that is all about innovation and winning. It challenges you and brings out the absolute best out of you. The dynamism here is such that it brings out the next level in you, unleashing your true potential much more than you have ever imagined. This will eventually turn you into a high-performer who is full of ideas, solutions and unmatchable confidence.
