Buyer CX - Offroll Position

Job description

**Role & responsibilities** • To oversee end-to-end customer journey with Pivot - right from onboarding to transaction. Be available for the customer as and when required. - You will be the first point of contact (within Birla Pivot system) for the customer. To ensure you give an awesome first-time experience (AHAA MOMENT) to the customer by onboarding him/her smoothly - You job will involve significant stakeholder management. You will be required to coordinate with external (customers and suppliers) as well as internal (CX, sales, category, logistics, credit, finance, product etc.) stakeholders on a daily basis. - You will be the fall-back point of contact for the customers as and when they are facing challenges which are not being handled as per their expectations. In all such cases, to manage inbound customer queries with satisfactory resolution - The job will also involve working on multiple systems like CRM tools, accounting books etc. - You will regularly take feedback from the customers post order delivery/ long dormancy and pipe that in the system for continuous improvement **Role KPIs** • Customer repeat purchase rate • Customer NPS score • Customer CSAT score • Productivity (No. of customers managed per person) • 360 deg feedback score.