• Identifying exasperated customers using SWOT analysis from customer database.• Coordination with Clients in order to resolve their issue in ongoing projects.• Bridge the gap between the customer and the brand in order to restore their confidence.• Design & improve customer experience polices to improve overall customer experience.• Build strong relationships with clients that are fostered by gathering customer feedback in real time in order to improve sales operations.• Drive customer retention, reduce churn, and increase customer satisfaction.• Guide team in effective client issues resolution and handle any escalations.• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.• Increase customer satisfaction, loyalty, and advocacy by making their customer experience remarkable with brand.• Working closely with team in order to Drive customer retention, reduce churn, and increase customer satisfaction.• Helping Sales team to protect sales revenue by making strategies to reduce chargebacks.

 Monitor the Refund target on daily basis (Make the daily sales breakdown & refund against the daily sales behalf of that report push to account manager). Key disposition QA (Cancel, down sell, discount sales, partial, full refund, charge back). Responsible to release the refund amount if MID’s had close. Monitor the refund amount releasing on time if notice any delay send the flag to relevant dept. Monitor the FCR %age if see unusually find out the problem.  Monitor the abandon %age if see unusually find out the problem. Responsible to dispatched shipment on time. Responsible to monitor the product return info properly inserting in CRM if see anything unusual send flag to relevant dept. Provide functional management of tele services programs ensuring Client retention, satisfaction and growth of existing Accounts. Coordinate, monitor, and track deliverable to ensure legendary service delivery to the Clients Serves as one of the points of contact for client and act as client advocate. Build and maintain positive relationships with clients and all internal departments to deliver service as outlined in the program objectives. Offers solutions to enhance Client performance expand the services provided and grow account revenue. Works with Operations to document business requirements, KPIs/metrics and program set-up features to meet client's specifications. Conduct daily/regular internal meetings to review team performance. Participate in call monitoring/calibration sessions. Partner with Operations to develop staffing needs and weekly, monthly, quarterly schedule. Identify and communicate processes to continually enhance the quality of services to clients as well as improvements to productivity and business/client financial goals. Assist in the management of internal financial forecasting requirements for their individual program(s) or in support of other Team Members.

 Recruitment and Retention - helping find and keep good employees Induction Recruitment, on boarding and job related training - helping employees know what they need to be successful. Employee assistance programs, relocation services, outplacement services Wage and salary administration, job descriptions, executive compensation, incentive pay, job evaluation Performance management - ensuring employees know what and how they can succeed Career development - supporting employees to build a career. Employee benefits - Insurance, vacation leave administration, retirement plans, profit sharing, stock plans Payroll - ensuring employees are paid on time

 Employee relations and equity - ensuring all employees have a fair, equitable and flexible work environment Attitude surveys, labor relations, publications, labor law compliance, discipline General client support - helping and supporting managers, supervisors and employees with HR ideas, problems and solutions Health & Safety - helping & developing employee capability and capacity for the future Health, safety and environment - ensuring employees have a safe and engaging physical work environment

 Developing Business Plan to achieve minimum loss in stock via theft & damage. Develop Customer Care set up to provide top line of customer care to clients. Identify and Promote opportunities to reduce losses for business. Develop and Execute measures for business profit protection