CaratLane.com - Head - Customer Service

Head of Online Sales and Customer Service

- The person will have full responsibility for the online sales and customer service teams.

- This includes all channels - inbound, outbound, chat and email.

- Will handle a team of approximately 30 agents and growing. Responsible for hiring,training and performance of this team.

- The key business metrics will be online revenue and conversion, TAH leads and appointments and customer satisfaction scores.

- Will need to set up a robust relationship management program to drive more customer loyalty and repeat business.

- Will report to the head of the online business and be based in Chennai.

- Preferably from a high involvement ecommerce category, premium credit card or other financial product or service company or BPO's involved in selling high value products.

- Prefer someone who has atleast two years of experience in managing an online sales and service team.

- Other customer facing experience in any consumer industry will be given significant weightage.

- Total experience of around 6-10 years. MBAs will be preferred.

- Should have had some experience in setting up processes, incentive structures and

- MIS for performance measures.

- Need a highly driven, passionate individual who wants to take up the challenge of creating a Zappos like customer experience at CaratLane.

- Need an intelligent, data focussed individual who can work with other teams to achieve business goals. Like working with the marketing team to generate more chats.

Location : Chennai