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

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