Deputy Manager – Customer Experience (Ordering Confirmation – Outbound)

Job Summary:

We are looking for a proactive and performance-driven Deputy Manager – Customer Experience to lead and optimize the outbound ordering confirmation process. This role is responsible for ensuring timely order verification, reducing cancellations, improving conversion rates, and delivering a seamless customer interaction experience.

The ideal candidate will combine leadership, operational efficiency, and strong customer communication skills to drive measurable results.

Key Responsibilities:

Oversee and manage the outbound order confirmation team.

Ensure all online and COD orders are verified within defined SLAs.

Monitor call quality, productivity, and confirmation conversion rates.

Reduce order cancellations and RTO (Return to Origin) through effective verification strategies.

Develop scripts and communication standards to enhance customer engagement.

Train, coach, and mentor team members to maintain service excellence.

Analyze daily/weekly performance metrics and prepare management reports.

Coordinate with Operations, Logistics, and Sales teams to resolve order-related issues.

Handle escalated customer concerns professionally and efficiently.

Implement process improvements to enhance operational efficiency.

Required Qualifications & Experience:

Bachelor’s degree in Business Administration or related field.

3–5 years of experience in Customer Experience / Call Center Operations (Outbound preferred).

Minimum 1–2 years in a supervisory or assistant managerial role.

Strong understanding of e-commerce order lifecycle.

Excellent communication and conflict-resolution skills.

Experience with CRM systems and reporting tools.

Job Type: Full-time

Work Location: In person