06/02 Abhishek SIngh
Business Manager at Toran Global

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Head - Customer Service - eCommerce (5-15 yrs)

Pune Job Code: 662009

Designation : Customer service Head

Location : Pune

Experience : 5-15 Yrs

Company Details: One of the leading E-commerce Portal, Backed by $4.5 Billion Company.

Job Description:

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

- Hiring suitable candidates for the customer service team

- Identifying the right suitable software and system for the customer service team

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

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

- Provide necessary refund / exchange approvals

- Improve the response and complaint resolution TAT for better customer experience

- 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.

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

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

- Manage customer support at Social media platforms like face book. Instagram, Twitter etc.

- Set up and start up the operations process from scratch Build the inventory management system for better stock management

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

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

If it excites you, kindly get in touch with.

Abhishek Singh
7982079943

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