Manager - Customer Delight
ugaoo · Pune · onsite · Posted 41d ago
Undisclosed5–12 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Location: Ugaoo Farm, Talegaon (On-site)
Job Summary
As the Manager - Customer Delight, you will lead a team dedicated to enhancing our customers plant care journey. You'll ensure proactive and engaging support by empowering your team with the right training, resources, and strategies. This role is pivotal in fostering lasting relationships, driving loyalty, and promoting a culture of customer-centric excellence.
Responsibilities
- Customer Experience
- Design and implement strategies to improve customer satisfaction, loyalty, and retention.
- Ensure customers receive proactive support, education, and guidance for their gardening needs.
- Resolve escalated customer issues, ensuring timely and satisfactory outcomes.
- Set clear performance goals and consistently monitor Key Performance Indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).
- Ensure the Net Promoter Score (NPS) remains above 90% by delivering exceptional customer experiences and fostering loyalty.
- Continuously identify and implement opportunities to enhance customer satisfaction across all communication channels, including phone, email, chat, and social media platforms like Twitter, Facebook, LinkedIn, and Instagram (comments and DMs).
- Develop and maintain customer service policies, procedures, and standards.
- Team Management and Development
- Recruit, mentor, and manage the Customer Delight team.
- Conduct regular training sessions and workshops focused on plant management and customer engagement.
- Foster an environment of encouragement, empowerment, and professional growth.
- Industry Awareness and Innovation
- Stay ahead of industry trends and incorporate best practices into the team's approach.
- Leverage the latest tools and technologies to enhance customer interactions and support efficiency.
Requirements
- Bachelors degree in any field
- Proven experience in a customer service as Assistant Manager/Manager, preferably in the D2C company
- Strong leadership and team-building skills, with a focus on mentoring and development.
- Proficiency in customer service tools, software, and databases.
- Excellent verbal and written communication skills, with strong troubleshooting capabilities.
- Ability to think strategically, manage priorities, and implement innovative solutions.
- Passion for gardening and knowledge of plant care is highly desirable.
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.
Sourced from naukri
Skills
Customer ServiceCSATCustomer ExperienceCustomer Engagementcustomer satisfactionTroubleshootingmeanPlant Managementteam managementGLNPSSocial MediaCommunication SkillsNet Promoter Score
About Ugaoo
ugaoo
Agriculture
25
employees
2015
11 years old
Pune, Maharashtra
IN
₹4.8L PA avg
Avg at Ugaoo
About
Painting - The Town Green With Ugaoo: At Ugaoo, our aim is to reintroduce you to the joy of growing your own patch of green. A space to breathe clean and live healthily – both mind and body, a green space that is your refuge. The dream is to make the world greener, one home at a time and together, we can change the landscape of the planet. We believe, even if we cannot do all the good the planet deserves, it deserves all the good we can do.
Every Plant has a Story: Ugaoo is not a seedling setting new roots, but rather a more contemporary branch of a 130-year old mighty tree by the name of Namdeo Umaji Agritech Pvt. Ltd. An ISO 9001-2000 certified company that has been a friend of our Indian farmers and fellow plant lovers for generations. So rest assured, this is our side of the court and its greener, literally.
We are a young, energetic, and passionate team of 200. Our team has horti-cultural experts, logistical masterminds, design superstars, management superheroes, and the best worker bees who ensure that everything moves ahead at the right pace.
Industries
AgricultureInternet
Employee ratings
10 reviews
2.5/ 5
Culture
2.8
Career growth
3.1
Work-life
2.9
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