Refund Management: Oversee the end-to-end refund process, ensuring accurate validation, timely processing, and prompt resolution of customer refund.
Reverse Logistics Management: Manage the reverse chain process by coordinating with internal teams and logistics partners to ensure efficient product returns, reduce losses, and control operational costs.
NPS Management: Track and analyze customer feedback to identify service gaps, implement corrective actions, and drive continuous improvement in customer satisfaction scores.
Dispatch Management: Supervise order dispatch operations to ensure accuracy, adherence to timelines, and seamless coordination between warehouse, store and logistics teams.
Delivery Management: Monitor last-mile delivery performance, proactively address delays or exceptions, and ensure a high level of service reliability.
Customer Complaints Management: Monitor, track, and improve turnaround time for resolving customer cases, ensuring closure within defined SLAs and enhancing overall customer satisfaction.
