About Flipkart
Flipkart is India’s largest e-commerce marketplace with a registered customer base of over 150 million. In the 10 years since we started, Flipkart has come to offer over 100 million products across 120+ categories including Smartphones, Books, Media, Consumer Electronics, Furniture, Fashion and Lifestyle.
Launched in October 2007, Flipkart is known for its path-breaking services like Cash-on Delivery, No-Cost-EMI and 10-day replacement policy. Flipkart was the pioneer in offering services like In-a-Day Guarantee (65 cities) and Same-Day-Guarantee (13 cities) at scale. With over 1,20,000 registered sellers, Flipkart has redefined the way brands and MSME’s do business online
Job Description and purpose:
To plan and carry out day to day activities spread across creation of report, analysis of the data and presenting the same to deducible format. The applicant should be willing to take up additional job responsibility based on changes and should strive for a larger role within the department.
Key responsibilities and accountabilities:
- Maintain a better last mile escalation metric to the desired level to ensure maximum customer satisfaction and superior delivery experience.
- Plan and create reports to analyse unexplored aspects of the process if checked upon.
- Develop ideas and share same for improved performance
- To identify wrongly tagged escalations and nullify the same post taking up with relevant CS POC
- To identify the repeat offenders and provide corrective recommendations to Operations, HRBP and L&D
- To prepare and publish fortnightly and monthly escalation report to all relevant stakeholders.
- To publish pending Elixir tickets (TAT for closure 8 hrs) by 10:30 hrs and 18:00 hrs (post follow-ups and closure with hubs)
- Alignment of CEC for RCA against escalations and ensuring updating in central escalation tracker.
- Quality Non-Compliance follow-up with related stakeholders/functions for closure within TAT.
- Driving the Forward, Reverse and FM metrics as per goals and KPIs.
Personality:
Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and superior customer service experience. A natural forward planner who critically assesses own performance. Mature, credible, and comfortable in dealing with operations and functions. Reliable, tolerant, and determined. Empathic communicator, able to see things from the other person’s point of view. Well-presented and business-like. Flexible to travel up to a few days a month if required. Keen for new experience, responsibility and accountability. Able to get on with others and be a team-player.
Specific Job Skills:
Able to communicate and motivate via written media. Understands the principles of e commerce and supply chain in general, including third party courier working
Computer skills:
Must be adept in use of MS Office 2000 or later, particularly Excel and Word, and ideally Access or similar database to basic level, Internet and email.
Open Positions: 1
Skills Required:
Advanced Analytics, Supply Chain Management, Team Management, Stakeholder Management
Location:
Kolkata Zonal Office,West Bengal
Education/Qualification:
MBA
Desirable Skills:
Advanced excel and presentation skills
Years Of Experience:
6 to 10 Years