[New Job Vacancy] Customer Service – Refunds & Appeasements job in Zepto, (Mumbai, Maharashtra) – Jobs in Mumbai, Maharashtra

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Job Opening details:-
Company Name :-
Zepto
Position Name :-
Customer Service – Refunds & Appeasements
Company Location :-
Mumbai, Maharashtra
Job Category :-
Jobs in Mumbai

Full Job Description :-
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

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