About Us:Zouk is a 100% Vegan, Proudly Indian D2C brand in bags, wallets and footwear. We are
building an iconic global consumer brand from India. We aim to achieve this by making
great products and building the best consumer brand team in India. The founders have
15 years of experience across startups, large companies and are alumni of IIT & IIM.
Zouk is a funded startup, backed by Stellaris Venture Partners, Titan Capital (fund run by
the founders of Snapdeal) and the founders of Mamaearth, Wow Skin Science & Beardo.
Zouk sells via its own website and marketplaces like Amazon, Myntra. Zouk has over
350,000+ Happy Customers and has been featured by media outlets like CNBC TV18,
ELLE, Cosmopolitan, ET Prime, YourStory. Couple of our bags were also organically
featured in Netflix's show Little Things 3 & the Vidya Balan movie Sherni.
Website: www.zouk.co.in
What is the role
In this role, you will be responsible for managing all aspects of our Customer Support
side across all channels such as Emails, Chats, Phone and other mediums through which
customers reach out to us. You will manage a team that handles all these processes and
will be responsible for overall customer satisfaction in our quality of support.
Key parts of your work would include -
Lead, mentor, and train a team of telecalling executives to ensure
high performance and professional development.
Ensure the team delivers exceptional customer service, addressing inquiries, resolving
issues, and building long-term relationships with customers.
Handle complex or escalated customer queries and provide effective solutions
promptly.
Closely monitor and improve metrics like TAT, FRT, CSAT, NPS.
Prepare detailed reports and presentations for senior management, highlighting
achievements, challenges, and recommendations for improvement.
Implement and oversee quality assurance processes to maintain high standards of
telecalling practices and customer interactions.
Conduct regular audits and assessments to identify and address areas for
improvement.
Work closely with cross-functional teams and courier partners to resolve the issues
received by customers on time.
Maintain a pleasant working environment for the team.
Who are we looking for
An ideal candidate would be someone with the following:
Minimum 1-3 years of experience in customer service.
Ability to lead a team.
Excellent written and verbal communication, interpersonal, and negotiation skills.
Passionate about Customer Support.
Proficiency in CRM software and Tele-calling tools like Freshdesk, Exotel, etc
Ability to analyze data and generate actionable insights.
Strong problem-solving skills and the ability to handle high-pressure situations.
Any prior experience with a startup is an added plus. Similarly, any experience with an
eCommerce company or a fashion/lifestyle brand is a plus.
Why join us
We are a young and dynamic team, so you will get to make a significant impact, learn a
lot and have fun in the process.
We are building our team as well, so this is a great opportunity to quickly climb up the
ladder and become among the top D2C experts in India. We are a funded, capital
efficient business, with best-in-class D2C founders as our investors.
We are rapidly growing, so you get to be a part of the hyper growth phase and quickly
grow with us.
Job Details:
- Office location: Mumbai (Chembur area)
Job Type: Full-time
Pay: 25,000.00 - 30,000.00 per month
Schedule: - Day shift
Experience:
- total work: 3 years (Preferred)
Work Location: In person
Application Deadline: 25/09/2024
