Job Title: Flipkart Customer Care
Salary Package: 20000 – 40000 a Month
Work Exp: 0 – 3 years
Company Name: Flipkart
Job Location: Work From Home
Qualification Require: 12th Pass
Language: English/Hindi
About the team
Flipkart is India’s largest eCommerce company and is defining eCommerce in the country. Flipkart’s vision is to make Analytics and Big Data part of its overarching competitive strategy, and push it up to decision makers at every level.
You will partner with business heads for Retail/Product/Customer Success to create enormous impact through the use of the latest analytical tools and techniques. At Flipkart, high focus on impact and ownership allows for freedom for each to experiment and innovate. The ability to see what your contribution does to the business is a rare experience, add to that the fact that the impact of it is felt by your friends and family in India – the experience is extremely gratifying.
Position
Flipkart Commerce Cloud – Manager, Customer Success
Location
Bangalore, Remote
About the Team
Flipkart Commerce Cloud is a new offering of retail intelligence services and platforms from Flipkart. It is a suite of cloud based products built with the vast experience of Flipkart in the retail industry and the insights gained from large amounts of customer data. It aims to enable retailers to solve their business problems and help them grow their revenues and profitability margins.
What you will do
The candidate is required to take ownership of NPS of all the projects and drive them to closure. He/She will be responsible for liaising between internal teams and the clients to deliver solutions/services on time and ensuring client satisfaction. He/She will work with clients, legal teams, different product and engineering teams, accounting teams, BD and sales teams and executive leadership to supervise smooth project functioning. He/She will also work together with the leadership to strategize and grow the Customer Success function for Flipkart Commerce Cloud. The scope of work would broadly cover the following.
Customer Success Team Building
- Work with executive leadership to develop short-term and long-term strategy for growing the customer success team.
- Identify and build growth capabilities/enablers that will drive significant growth of NPS of client base.
- Drive implementation of key initiatives for growth, customer experience, operational effectiveness and service.
- Define and track success criteria for various teams to evaluate efficiency and effectiveness of solutions.
- Understand customer needs, habits and perceptions developed through targeted interviews, usability studies and customer feedback. Use these insights to help the internal team devise growth plan/strategy.
- Will be focused on customer and user acquisition, activation, retention and upselling of services
- Ensure client onboarding is done seamlessly into Flipkart ecosystem
- Have constant engagement with clients to identify their needs and problems and solve them with the help of internal stakeholders
- Client support to be provided to clients to provide resolution for service failures
Role – this will be an individual contribution role for the first 6 months. The candidate will have to build the team post 6 months and will transition into a people leading role.
Key KRAs
- NPS ownership
- Liaise with customers and solve all their issues by taking help of internal stakeholders
- Capture Voice of Customer and help with designing product roadmap
- Overlook key projects’ deployment
What you should have
Qualifications
- MBA from tier 1/2 institute with 5+ years’ experience
- Degree or professional qualification
Key Areas of Experience
- Customer facing roles – customer success, client management or project management
- Exposure to operational excellence experience with desired knowledge of process development & deployment, strategy formulation and execution
Key Skill Sets
- Ability to take independent decisions & to handle ambiguity
- Excellent analytical & problem solving skills
- Ability to influence other leaders & teams and align them towards the common, shared objectives.
- Strong Analytical and Written Communication Skills
- Strong Stakeholder management experience
