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Engaged Employer

Meesho

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3.7

based on 1.7k Reviews

Video summary

164 Meesho Jobs

Senior associate - CX Operations (Non Voice)

Meesho

3.7

based on 1.7k Reviews

2-3 years

₹ 13.2 - 20.6L/yr (AmbitionBox estimate)

Bangalore / Bengaluru

1 vacancy

Senior associate - CX Operations (Non Voice)

Meesho

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

BPO Software Configuration Management Medical Insurance Scheduling CCTV Monitoring LMS

+ 2 more

Job Description

About the Team

Being part of Meeshos Fulfillment and Experience (F&E) team as Senior Associate will zip you to the cockpit of our ever-burgeoning rocketship. And, you ll shape the experience of Bharat s next billion e-commerce users.

We re an eclectic mix of over 100 professionals, all driven by the first principles of problem solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the support system and ensuring the user s experience at its best in the industry.

We focus on personal growth and fun at work just as much as we do on working hard. That is why, we have regular 1-1s virtual meetings, fun-filled monthly all-team catch-ups, and timely rewards and recognitions.

About the Role

As a Senior associate of Customer Support Operations(Non-Voice), they will work with Contact Center team cross the country (in house and out sourced) to build and monitor frameworks that manage the day today activities of Customer care services be in provided to Meesho Users specialized in managing ticket/email/chat support.

They must drive daily operations, review performance and collaborate with operations teams to ensure accountability towards the issues and responsibilities. Additionally, you will contribute excellent leadership, organizational, problem-solving, process optimization and communication (written and verbal) skills.

What you will do

Consult with business partners and stakeholders across India to determine the most effective monitoring strategy and identify the gaps from expected levels of performance.
Plan the manpower to cater to Incoming tickets volume.
Track and monitor performance towards key metrics (e.g.CSAT, FRT (First Reply Time, Full Resolution Time, SLA, Tickets Aging). Implement improvement strategies and track them till the set goals are met.
Scheduling and over seeing governance meetings with all partners on performance, process, and quality metrics review. Provide regular and timely updates along with tracking action plans.
Coordinate with relevant teams to solve problems faced by the out sourced partners and by the end customers.
Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision.
Managing reporting, MIS, tracking and data base manage men to fall LMS related activities.
Understand the larger CX vision and evaluate training requirements to help the vertical be better prepared to achieve the goals.
Monitor activities performed by team and direct individuals in case of any discrepancies.
Setting up expectations with the team and driving KPIs of your team along with your individual targets.
Flexible to work on weekends and holidays with complete ownership of the process.
Responsible for overseeing the complete operations of Email Support from ticket
creation to resolving those tickets with the help of built in SOPs and collaboration with dependent teams.

What you will need

Minimum of 2-3 years experience in supervisory role for non-Voice process (E-Commerce Background & Non BPO/KPO).
Knowledge of contact center metrics.
Knowledge of Ticketing Tools / CRMs i.e., Freshdesk, Zendesk, Kapture etc.
Must possess knowledge of Excel, Google Sheets, Slides.
Dynamic professional with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
Bachelor s degree in any discipline.
Proven track record of defining and driving initiatives with minimal supervision.
Expertise in multi-front stakeholder manage men.

About us

Welcome to Meesho, where every story begins with a spark of inspiration and a dash of entrepreneurial spirit. Were not just a platform; were your partner in turning dreams into realities.

Our Mission

Democratising internet commerce for everyone- Meesho (Meri shop) started with a single idea in mind -to be an e-commerce destination for the next billion Indian consumers and enable 100 million small businesses to succeed online. We provide sellers with a range of industry-first benefits such as zero commission and the lowest shipping cost. Over 1.75 million sellers are registered on Meesho, growing their business by tapping the company s massive customer base, state-of-the-art tech infrastructure, pan-India logistics at the lowest cost through third-party logistics providers in an Everyday Lowest Cost channel for sellers. Affordable, relatable merchandise mirroring local markets has helped us make inroads with first-time internet users in the country. We cater to an underserved and unique customer base and cover every serviceable pincode in the country. Our unique business model and continuous innovation has enabled us to become the first Indian horizontal E-commerce company.

Culture and Total Rewards

Our focus is on cultivating a dynamic workplace characterized by high impact and performance excellence. We prioritize a people-centric culture, dedicated to hiring and developing exceptional talent. Total rewards at Meesho comprises of a comprehensive set of elements - monetary, non monetary, tangible and intangible in nature. Our 11 guiding principles, or " Mantras ," are the backbone of how we operate - influencing everything from recognition and evaluation to growth discussions. Daily rituals & processes like Reflections , Listen or Die , Internal Mobility Program, Talent Reviews, Continuous Performance Management - all embody these principles.

We provide market leading compensation - both cash and equity-based - specific to job roles, individual experience and skill along with our employee centric benefits and work environment. We focus extensively on holistic wellness - through our MeeCare Program - encompassing benefits and policies across physical, mental, financial, and social wellness aspects. This includes extensive medical insurance benefits for employees and their families, wellness initiatives like telehealth, wellness events, and gym & recreational discounts etc. To support work-life balance, we provide generous leave policies, parental support benefits, retirement benefits, and learning and development assistance. Through gratitude for stretched work, personalized gifts, engagement & fun at work - we promote employee delight at the workplace. Many other benefits such as salary advance support, relocation assistance, and flexible benefits plans further enrich the Meesho employee experience.

Know more about Meesho here : https://www.meesho.io/

Employment Type: Full Time, Permanent

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