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Customer Delight Team Professional
1Pharmacy Network
posted 4hr ago
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Job Description
- Customer Delight Ownership: Take accountability for ensuring customer delight for every 1P customer.
- Service SLA Workflows: Create and enforce workflows to ensure service SLAs are met for both offline and online customers.
- Self-Service Experience Design: Create and design workflows for self-service options to enhance the customer experience.
- Partner Performance Monitoring: Work with city leads to ensure partners meet performance expectations.
- Customer Service Auto Bots: Create and implement customer service auto bots to resolve complex problems in a structured manner.
- Bot Effectiveness Monitoring: Monitor the effectiveness of bots and self-service tools, analyze customer feedback, and take corrective actions or iterations.
- Cross-Functional Collaboration: Collaborate closely with all departments to identify and implement customer experience improvements across geographies.
- Drive High Performance & Customer-Focused Culture: Be deeply invested in metrics, identify root causes, and lead KPIs related to speed, reliability, customer experience, and cost.
- Keen Observation Skills: Have the ability to study audience engagement and develop strategies for maintaining healthy retention and re-engagement metrics.
- Identify Key Metrics: Extract meaningful data from customer analytics dashboards and define appropriate actions.
- Strong Communication Skills: Have excellent communication and stakeholder management skills.
- Build Versatile and Transparent Culture: Hire talent with complementary skills, over-communicate with ground teams, and be approachable.
- Work with the Owner's Mindset: Represent the companys values and culture as a true owner, not just an employee.
Employment Type: Full Time, Permanent
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