Cars24.com – Head – Customer Experience (8-12 yrs)

Job description

About CARS24

Founded in 2015, CARS24 is a tech-enabled used cars disruptor. It is India’s largest platform for buying and selling used cars with presence across 100+ major cities in India. CARS24 is transforming the way India buys and sells cars. Unlike conventional buying & selling methods such as classifieds, our unique business model offers you the best price in the fastest possible time with expert assistance from start to finish. Using advanced Machine Learning and Artificial Intelligence based auctions, we enable our channel partners across the country to participate in auctions for each car, ensuring the best deals for our customers. A challenging role with tremendous potential for personal and professional growth with full support from the management and a growing portfolio.

CARS24 Middle East : We have launched in UAE in 2021 March (http://cars24.com/ae) and will soon launch in other GCC countries.

MajorResponsibilities

– Ownership of Customer Experience and all the customer related metrics for the middle east portfolio

– Creating processes and SOPs to help build the customer journey for new vertical

– Partnering with product and tech teams to create the flow and various touchpoints for customers and proactively identify risks/ failure points in the customer journey

– Own every step of the customer journey by carefully mapping, interfacing and measuring customer feedback at different touch points including app, tele-callers, third party pick-up, service executives & customer support

– Percolate CX metrics across the organisation by defining and tracking CSAT, NPS and FCR indicators across channel