Customer Support
-Setting up processes around Customer Support Systems such as Zendesk integration (also managing it then).
-Responsible for fulfillment of the orders getting placed on Niki
-Designing scripts and flows required for customer support and engagement
-Building the customer support agent team and handling it
Customer Engagement
-Setting up a survey and feedback process
-Interacting with users on various channels (email etc.) and resolving their queries
Merchant Support
-Maintaining relations with our vendors, and ensuring smooth fulfillment
-Setting up a settlement process with each vendor
Internal Operations
-Handling multiple teams (Tech, Marketing, BD etc.) and ensuring the company projects get executed timely
Experience/Skills Required
Minimum 3 years of relevant work experience
Must be customer-centric
Should have the ability to handle data and use it for customer engagement
Must be hard-working, flexible, independent and self-motivated