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Rakesh

Recruiter at Merito

Last Login: 13 June 2024

Job Views:  
5440
Applications:  887
Recruiter Actions:  523

Posted in

BPO

Job Code

1383176

Senior Manager - Customer Service - eCommerce

10 - 15 Years.Mumbai
Posted 3 months ago
Posted 3 months ago

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

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Posted By

user_img

Rakesh

Recruiter at Merito

Last Login: 13 June 2024

Job Views:  
5440
Applications:  887
Recruiter Actions:  523

Posted in

BPO

Job Code

1383176

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