"Skills Alpha is an AI powered Skill Management platform. We have re-imagined the entire skilling continuum to include employee aspirations, driving alignment with the organization goals, acquiring skills in a multi dimensional model (goes beyond just learning) and ends with augmenting value to the organization through social learning and community collaboration. This is a multi-stakeholder platform that essentially gives control to the employee to manage their career growth and skilling journey."
"Founded in 2011 by Manoj Gupta and Monica Gupta, Mumbai-based Craftsvilla is India's largest online marketplace for ethnic products. The company’s vision is to take societies back to their roots and help them discover their ethnic legacy. With over 20,000 sellers from across India, Craftsvilla.com has close to 3 million products online across categories including, clothing, handicrafts, jewellery and art among others. The company is funded by globally renowned venture capital funds including Sequoia Capital, Nexus Venture Partners, Lightspeed Venture Partners and GFC. PlaceofOrigin.in has been acquired by Craftsvilla and is now expanding aggressively into the ethnic foods category."
"Job brief\n\nWe are looking for Asst. Manager - Customer Relations who is experienced enough to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the helpdesk running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.\n\nThe Asst. Manager - Customer Relations sets the vision, direction, and culture of his team by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.\n\nResponsibilities\n\nDevelop service procedures, policies and standards\nIdentifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate\nTake ownership as a Nodal Officer of the escalated issues and ensure speedy resolution\nOrganize, prioritize and schedule issues based on the severity of the issue\nFocus on SLA management, quality and customer experience\nKeep accurate records and documents of customer service actions and discussions\nAnalyse statistics and compile accurate reports\nAssist in developing and implementing training programs to improve the quality and productivity of the team\nExpected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of Operations Manager\nCarrying out supervisory responsibilities in line with the organization’s policies\n\nRequirements\n\nProven working experience in providing customer service support and team management\nDirect experience in support operations \nDemonstrated ability to direct and manage a group of people\nStrong client-facing, interpersonal and communication skills\nAdvanced troubleshooting and multi-tasking skills\nAbility to handle complex and ambiguous scenarios\nCan adapt well to changing circumstances, direction, and strategy\nAbility to support business and provide solutions to customer pain points\nProven ability to manage reporting and analysis\nAbility to effectively and efficiently complete difficult goals or assignments\nConfident in using Microsoft Office especially Excel and Powerpoint\nAdvanced computer skills using a variety of programs highly desired\nRound the clock availability, including willingness to work on weekends, and outside of the \"standard\" work day\nBachelor’s degree, preferred Project Management & knowledge of Six Sigma/Lean Processes, MBA is a plus"