Job Description : We are looking for a candidate who should be a "subject matter expert", from a business, operations, customer service, and customer relations perspective. He/she will drive customer support operations, oversee escalations management, ORM and drive & enhance Merchant Support. Roles & Responsibilities : - Manage the escalations' function which includes escalations from senior management, social media, grievances, legal and consumer forums - Manage a team of 10+ direct and indirect reportees, ensure that the team performs above expectations against agreed upon KPIs, exceeds customer expectations in all forms of communication - Analyze, comprehend, and troubleshoot customer support operations while offering exceptional service - Assist in hiring of new staff, conducting regular appraisals of the Customer Support Team - Manage, coach, and lead the team, conduct regular individual, skip level & team meetings, to provide support, feedback, and regular motivation - Manage reviews & ratings on social media & 3rd party websites for Online Reputation Management of the brand - Drive merchant support operations & improve visibility to merchants via product enhancements - Work as a program manager for all product developments/concerns required for customer support including identifying key development areas, BRDs, coordinating with Product team, etc. Desired Skills and Competencies : - Proven working experience of 2-4 years in eCommerce, Customer Service or Operations - Experience in Team management is mandatory, ability to translate your skills to other employees through training and mentoring - Working knowledge of customer service software, databases, and tools - Awareness of industry's latest technology trends and applications

Mumbai

Pepperfry.com - Assistant Manager/Manager - Customer Support 

Pepperfry.com - Assistant Manager/Manager - Customer Support  ,Job Description for Pepperfry.com - Assistant Manager/Manager - Customer Support  in Pepperfry.com in  Mumbai for (2-4) years of experience. Apply Now!

Job Description for Pepperfry.com - Assistant Manager/Manager - Customer Support  in Pepperfry.com in  Mumbai for (2-4) years of experience. Apply Now!