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We strongly believe that employees are our strongest asset. We have a culture that promotes learning and has fun in the process. Our strong metrics oriented culture with full transparency across department helps our employee learn the various facets of running an eCommerce organization.

Following are the key positions we are actively hiring for. Interested candidate can send their resume to HopNow@ZopNow.com

Current Openings at ZopNow - Operations

1. Requirement for an Assistant D, Customer Support : .

Job Description : Position Summary

The Assistant Director - Customer Experience & Retention will help us drive our Customer Loyalty by providing leadership to our Customer Servicec & Retention Team. This person will be the voice of the customer and will be responsible for improving key success metrics such C-SAT scores and First Call Resolution (%). Apart from resolving issues being faced by any customer, this person will have the analytical ability and the inclination to deep-dive on root causes leading to customer drop-offs at any stage of their lifecycle.
The Assistant Director - Customer Experience & Retention will be expected to streamline the processes involving customer service and retention/loyalty benefits across all touch-points. This person will be required to align systems with the brand identity of ZopNow and ensure that the promise of 'Fast, Fresh, Easy' deliveries - is carried out to the maximum extent possible. This will involve formalizing a set of metrics, monitoring them regularly and reporting the progress regularly to senior management.
Essential Job Duties
    Serve as the primary point of contact for all escalation points. Monitor customer service issues and service levels. Develop strategies to constantly improve KPIs.
    Lead programs to reduce cancellation and fraud rates.
    Manage communications with relevant city/store incharges for efficient resolutions to customer queries/pain-points
    Liaison closely with other functions to resolve customer issues and answer queries.
    Create workflows, training manuals and organize on-site training for team executives.
Qualifications
    3-5 years in a customer experience or service management role
    Passionate about customer service and experience and understands the importance to an organization.
    Clear communicator who can build collaborative and positive relationships.
    Proven experience working with customers preferably in a leadership role.
    Strong analytical skills; Able to tell a story with data and metrics.
    Works well in ambiguity. Experience working with startups will be a plus.
    Familiarity with CRM tools will be helpful.
CANDIDATES LIVING IN BENGALURU ONLY SHOULD APPLY

2. City Manager

Job Description : Job Description

JOB TITLE: City Manager
WHO ARE WE
ZopNow.com is a Singapore head­quartered e­Commerce Technology company founded by alumni of IIT
& MIT graduates. The founders have a strong background in e- Commerce Domain, Information Technology. Industry and setting up quickly growing start­ups with high revenue generation. ZopNow has funding from strong and renowned Investors. ZopNow offers an open working environment, stable opportunity with great learning curve, work on challenging real world problems present in the eCommerce Domain to be solved by innovative solution using cutting edge technologies. At ZopNow we believe that employees are our strongest assets. We have a culture that promotes learning and has fun in the process.
Roles and Responsibility
• Need to manage total operations role for Mumbai and Pune along with the team. Like complete Logistics, In store, Expansion etc etc
• Reporting to the Chief Operation Officer.
• Should be good in People Management.
• Needs to ensure right number of manpower availability with the help of HR’s.
• Leave Management: Needs to ensure that all the stores are following proper leave management system.
• Salary Management: Need to make sure that all the store managers are sending the correct salary input to the HR’s and on or before deadline dates.
• Cost Management: Need to make sure that all the stores are cost effective.
• Grievance Handling: To handle any serious grievences with the help of HR team and to make sure that it doesn’t hamper the business.
• Should be good in Process management
• Need to make sure that all the stores in the city are following correct process and to make sure that the work goes smoothly. Eg: Delivery trip management, cash management etc etc.
• Should be excellent in Operations Management
• On Time Delivery: Should make sure that on time delivery happens to the customer regardless of any circumstances.
• Customer Satisfaction: Should make sure that all stores in the city gives a good experience to the customer. Need to make sure that all the customer issues are resolved completely.
• Provide regular reports to the management.
• Vendor Management: managing our delivery vehicles etc …
• Stock & Inventory Management at store
• Expansion: Responsible for opening new stores in the city
Work Location
Mumbai . At times need’s to travel Pune.
Work Timings
Need to be flexible

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