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B-10 ansal chamber no.1 bhikaji cama place , new delhi 110066, India
Job Detail
  • Industry:
    Purchase/Logistics/Supply Chain
  • Total Positions:
  • Job Type:
    Full Time
  • Salary:
    7 Lac(s) - 8 Lac(s) -
  • Job Location:
    Delhi, India
  • Education:
  • Experience:
    5 Year - 10 Year
  • Apply By:
    Sep 03, 2017
  • Job Posting Date:
    May 03, 2017
Job Description

Perfect Last Mile Delivery & Return Experience: Reduce overall customer escalations Customer experience / dissent capture Reverse Escalation Reduction Customer Satisfaction Score (CSS) for Packaging Improvement Improve Organization Health: Checking adherence for improving CSAT through people: 1) Recognizing Performers 2) Training Need Identification 3) Action plan for repeat offenders Structural cost reduction Pick Zonal Projects to reduce CPS inline with Zonal SPOCs Customer Experience Programs Support Central team to Drive - (Rated with feedback from Central team Members) A) Brand Messaging 1) Customer Journey Mapping 2) Indegenious Experience 3) Uniform brand communication through all customer touch points. B) “Perfect Delivery” : Setting up end to end customer contact C) ADM Customer Experience Metric Baselining for Pick Up Centers, Kirana& Last Mile Agents D) Drive Streamlining consumable management & automated grooming E) Awareness and Adherence on Completion of ELP Level 1 & Launching Level 2 Driving Adherence & People Standards : A) Ensuring sustainability of defined processes through monthly adherence reports - Completing daily, weekly and monthly trackers as per defined Team Deliverables sheet and maintaining and updating the google trackers for various activities initiated by LMCE B) Customer Connect programs : Adherence Check. 1) Thru various festivals : Independence Day 2) Establishing brand Flipkart through Corporate Social Programs

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