Refunds & Appeasements

Details

Designation: Customer Service Manager II

Core Areas: Refunds and Returns, Customer First Approach, P & L, Risk Prevention.

Qualification: – Senior Analysts with strong hands-on Customer Experience metrics, Working Knowledge of Data Analytics tools – R, Python, Tableau, Power BI etc.

Your Role

Refund Policy & Process

• Setup and timely review of refunds policy and process to meet customer and business requirements.
• Create workflow which customer focussed and ensure the experience is not compromised due to returns/refunds.
• Daily performance measure of refunds and impact on P&L. Root cause analysis and taking corrective and preventive actions for reducing refunds.
• Daily, Weekly and Monthly connect with all stakeholders to maintain a high level of ownership and accountability and drive immediate and structural solves

Risk Prevention

• Profile customers and associates basis historical data points, predict refund trends and create policies/structures to ensure no misuse of the policy

What We’re Looking For

• People with an endless curiosity and hunger to learn
• Owners who will think of Zepto as their own venture
• Operators obsessed with customer experience