Assistant Manager - Customer Success

Role

Assistant Manager - Customer Experience

Responsibilities

• Consumer complaints
  • Own the process for handling consumer complaints from start to finish
  • Make sure every complaint is closed on time and the root cause is fixed
  • Track complaint trends and share them with the relevant teams
• Work with internal channel partners
  • Reach out to the sales, distribution and channel teams to resolve issues quickly
  • Keep partners updated and follow up until the work is done
• WhatsApp and digital campaigns
  • Plan and run WhatsApp and other tech-based campaigns for consumers and partners
  • Track results (reach, response, repeat use) and improve every campaign
• Automation and dashboards
  • Find manual and repeat tasks and move them to tools and platforms
  • Set up and maintain dashboards to track complaints, response time and campaign results
  • Work with tech teams to fix and improve the tools
• Manage people and vendors
  • Manage external vendors (campaign agencies, tech platforms, call or support partners)
  • Work with the Sales Excellence and Sales Development teams to get this work done together
  • Review vendor performance and cost regularly

Requirements

• 2-4 years of work experience
• Background in E-commerce or Quick Commerce (customer experience, operations, or similar)
• Experience handling customer complaints or support
• Comfortable with WhatsApp tools, CRM or support platforms, and dashboards
• Good with Excel or Google Sheets. Knowing basic automation tools is a plus
• Clear communication and good follow-through
• Able to work with many teams and vendors at once

Nice to have

• FMCG experience

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.