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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
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.
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
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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