- Drive High performance & customer focused culture: Being obsessed by metrics and 

diving deep to find root causes quickly, to drive improvements. Managing a team of 

customer service personnel and should drive KPIs related to customer experience - First 

Time Resolution, CSAT, Speed of Answer, Handled rates, Escalations and cost as per 

business alignment. 

- Be Structured and agile: Implementation of SOPs with a customer first approach. Build 

a culture of continuous improvement through lean practices, Improve team performance 

by conducting regular monitoring activity, coaching and mentoring. 

- Lead Innovations with speed: Identify a solution to the customer’s query. Manage 

escalations which require significant customer service skills and diplomacy to ensure 

that the customer is satisfied. 

- Build Versatile and transparent culture: Hire talent with complementary skills, over 

communicate with ground teams and be always approachable. Work cross functionally 

with peers who will empower you to do your best work. 

- Work with the owner's mindset: Wear the Zepto badge with pride. We are looking for 

owners – not employees. You will represent what we stand for and serve as culture Carriers