Job Description
What you'll focus on
1. Client Support & Escalation Management
- Serve as the primaryPOC for client inquiries, support requests, and escalations.
- Manageandresolvesupportticketsefficiently , ensuring a 90%One-TouchResolutionRate .
- Identify root causes of issues and work cross-functionally with warehouse,fulfilment,andoperationsteams to prevent recurrence.
- Handlecriticalescalations that could impact fulfilment, brand reputation, or financials.
2.AccountSuccessManagement
- Buildstrongmerchantrelationships and serve as their trusted advisor.
- MonitorfulfilmentSLAs (e.g., on-time dispatch, and order cancellations) and work proactively to address service gaps.
- Ensure all operations and billing comply with contracttermsandSOPs .
- ConductMonthly&QuarterlyBusinessReviews(MBRs&QBRs) to analyze sales ...