Business Manager at Toran Global
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Head - Customer Service - eCommerce (5-15 yrs)
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.
- 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.