Head - Customer Service - eCmmerce

Head - Customer Service

Looking for Customer Service Head for a Leading Ecommerce Company.

Job Responsibility:

Position Mission:

- Get the best out of the team to maintain customers satisfaction and act as a nexus between the customers and the rest of the organization.

- Provide detail on the Job specific responsibilities, and the goal of each duty performed. Assign a time percentage to each task.

Responsibilities

1) Identify customer service trends and act as nexus between the customers and the product team

2) Improve customer care quality results by studying, evaluating, and re-designing processes / systems; establishing and communicating service metrics; monitoring and analyzing results; implement changes

3) Forecast operation requirements and trainings

4) Benchmark content policies with country’s laws / best practices

5) Generate reports of SLA, customer’s trends / queries, handled volumes

Position in ORG CHART

Work related experience

- Minimum work experience requirements

- Desired Requirements (not-excluding)

- At least 4 years experience in customer service Experience in multi-cultural and multi-language companies.
Worked abroad.

- At least 2 year experience as head of operations

Educational Requirements

- Student of one of the following: Social Communication, Psychology, Law, Business Administration degrees are desirable

- English native speaker a must, other languages a ++

Functional competencies

- List knowledge or behavior you would expect from a successful incumbent in this position (Eg: Being able to translate user’s needs into technical requirements)

- Know the product (front and back end) and it’s users

- Being able to analyze statistics or other data to determine the level of customer service your team is providing

- Being involved in staff recruitment and appraisals

Other Comments

- Detailed and methodic

- Enthusiastic

- Coaching skills

- Team Leadership Skills

- Good presentation and a polite and friendly character

- Ability to be flexible, decisive and quick-thinking

If interested kindly send your resume mentioning your Current CTC, Expected CTC and Notice period at mayuri@sutrajobs.com