Senior Manager - Customer Service - eCommerce

Senior Manager - Customer Service - E-Commerce

About Company : E-Commerce platform based out of Mumbai.

Roles & Responsibilities :

- Oversee a group of team leaders, quality/training team and customer service executives

- Supervise day-to-day operations in the customer service department - take timely decisions based on data.

- Respond to customer service issues in a timely manner.

- Create effective customer service procedures, policies, and standards.

- Develop customer satisfaction goals (CSAT) and coordinate with the team to meet them on a steady basis.

- Maintain accurate records and document all customer service activities and discussions.

- Assess service statistics and prepare detailed reports on your findings.

- Hire and train new customer service agents.

- Run a highly cohesive team - low attrition, high happiness.

- Run a highly performance oriented team - customer service metrics to be drilled down to everyone.

- Key metrics to be tracked - discipline, productivity and quality.

Requirements :

- Have worked in startups

- Have handled large contact support teams - 50+

- 10+ years of experience. Have been an agent and grown through the ranks

- Excellent leadership and interpersonal skills

- Analytical - daily decisions based on data