AddressThe role would involve overseeing and optimising the customer journey and ensuring a seamless and positive experience for US customers engaging with Bzaar.
Roles:
1. The person should work with the product team to automate the manual processes. The person's main responsibility would be to think customer backward.
2. The person shall be the gate keeper to ensure customer satisfaction is maintained. For the person the uber goal would be to drive NPS - Perfect order and Repeats
3. Streamline multiple interactions that are happening with multiple personas. Support, Lynn, Neil, Claire, Steven. Drive single communication channel with customers. Ensure no bombarding of emails to CX.
4. Man chats and build dashboard on chat metrics
5. Own customer engagement of CX support team. Define their metrics. Understand how they are responding to customer enquiries. How to get CX support feedback from CX whenever CX closes a complaint.
6. Drive Structure Repeats Prog which is a series of emails of Lynn, how the product purchased is selling, gift and samples basis their last purchase.
7. Solving offline and online payment issues. Wrong token charged, missing invoices
8. Working with the cataloguing team and passing customer feedbacks.
9. Taking feedback/ testimonials from customers.
10. The person should establish mechanisms for collecting and analysing customer feedback to gain insights into pain points, trends, and opportunities for improvement.
11. The person shall work extensively with the ops team to drive delivery experience. The person should push to reduce O2D timelines, QC defects, refunds.
12. One of the important tasks for the person would be to understand and learn customer behaviour and what will it take to WOW the customer.
