Talent Acquisition Specialist at The HRBPs
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Assistant Manager - Customer Service Operations - eCommerce (2-5 yrs)
Asst Manager- Ecommerce Customer Service Operations- Vikhroli, Mumbai
FEMALE CANDIDATES ONLY!!
Salary- 18 LPA
ONLY MUMBAI CANDIDATES APPLY
Candidate from Ecommerce Customer support Backend email, Chat process background
- Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service (Preferred candidate from Customer support Backend email, Chat process background)
- Knowledge of ecommerce systems, content management systems, customer service software, and best practices
- Must possess 2-5 years' experience in online customer service or operations
- High level of operational discipline and flawless and speedy execution and adherence to timelines
- Oversee Quality Assurance, day to day operations of the customer relations, evaluate and analyze systems and ensure that the processes are being used to it's optimum benefit.
- Ensure that the our customers receive the highest level of service against agreed KPI's and with the aim of meeting or exceeding customer expectations in all forms of communication
- Supervise day-to-day operations in the customer service department
- Commercially analyze customer support data via all channels in order to articulate key areas of concern, focus the team and identify business decisions impacting the customer negatively
- Improve customer service quality metrics by ensuring effective Quality Assurance practices, studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
- Assist in hiring of new staff, recommend training courses where appropriate, conducting regular appraisals of the Customer Services Team, monitoring progress and ensuring training records are kept up to date.
- Manage, coach and lead the team with regular ones to ones, support, feedback and motivation
Education : Any Graduate from a reputed / Top business school/MBA in Marketing/Operations form Top tier institute
Shift timings : 09: 00 am to 06:00 pm
Weekly Off : 1 Rotational Off
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