11/02 Kalyani
Relationship Manager at Laksh Human Resources

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Head - Customer Service - eCommerce (5-12 yrs)

Pune Job Code: 663463

Designation- Customer Service Head

Job Description

1. Someone Built and started the customer service process from scratch.

2. Manage and create Pre Sales and Post Sales Team

3. Identifying the right suitable software and system for the customer service team

4. Make a note of all the requirements of the team and work with the tech team for the necessary implementation.

5. Understand the customers- feedback and complaint and provide special attention to open cases and complaints.

6. Provide necessary refund/exchange approvals

7. Improve the response and complaint resolution TAT for better customer experience

8. Manage inbound call support / Outbound calls support Manage email support and look on the quality of emails which are sent to the customer and provide quality feedback to the associates regularly.

9. Manage chat support Identify missed chats and manage SLA for each and every chat

10. Analyze the daily report to understand the SLA, TAT, Login and logout hours, attendance and leaves etc.

11. Hunt for reasonable Logistics partner and sign a contract for daily operations after negotiation of the rates

12. Built a team who would specifically to Quality check of each product on its arrival to send it forward for packaging

Kalyani Ojha
Relationship Manager Noida

Women-friendly workplace:

Maternity and Paternity Benefits

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