Assistant Manager

Were Hiring | Assistant Manager – Customer Experience & Retention

Company: Shadowfax Technologies

Location: Bellandur, Bengaluru

Experience: 2+ Years

Role & Responsibilities:

* Manage customer queries, complaints, and escalations to ensure timely resolution.

* Monitor customer satisfaction, service quality, and key performance indicators (KPIs).

* Focus on customer retention by building strong customer relationships and reducing customer churn.

* Develop and implement strategies to improve customer loyalty, engagement, and long-term retention.

* Identify at-risk customers, understand their concerns, and take proactive measures to retain them.

* Coordinate with operations and last-mile delivery teams to resolve customer issues and improve service quality.

* Analyse customer feedback and identify opportunities to improve customer experience and retention.

* Track SLAs, response times, resolution metrics, and customer retention performance.

* Prepare daily performance reports and analyse data using MS Excel.

* Drive initiatives to improve customer satisfaction, reduce complaints, and strengthen customer relationships.

Requirements:

* Bachelor’s degree in any discipline.

* 2+ years of experience in Customer Experience, Customer Support, Customer Retention, or Operations.

* Experience in e-commerce, logistics, or last-mile delivery is preferred.

* Strong communication, problem-solving, and stakeholder management skills.

* Proficiency in MS Excel and reporting.

Interested candidates can share their updated resumes to [email removed]