Senior Manager - Customer Service (Ecommerce)

Job Description :

Voylla is a leading brand in India in online Fashion Jewellery space. We are now looking at increasing our presence and customer reach by establishing offline presence with an aggressive plan of opening exclusive brand stores.

Customer service is the face of the company and this role would include timely resolution of all customer queries and ensuring that our customers are happy dealing with us.

The selected candidate would report to the COO of the company. The candidate would need to be high energy passionate individual with very high customer orientation.

Job Responsibilities :

Ensuring that customers are happy :

- Voylla to be primary destination for fashion jewellery and accessories

- Learn best practices and implement

Enhance customer life time value :

- Enhancing repeat purchases and reducing customer churn

- Cross sale and upsell to the customers

Managing Processes :

- Defining SOPs and SLAs

- Ensuring adherence to the SOPs and SLAs

- Ensuring seamless customer experience irrespective of touch point - Phone, email, chat, social media or offline

- Define and measure metrics for effectiveness of the team

- Defining new technology requirements and implementation of these

- Managing customer feedback and escalations

- Effectively passing on the customer feedback to the relevant teams

Team Planning :

- Setting up KRAs of the team

- Continuous skill enhancement of team members

Qualification / Job Requirements :

- 6 - 10 years of experience in managing customer service operations preferably for an eCommerce Company or B2C BPO

- Strong leadership skills, decision making skills and analytical skills

- Hands on approach

- Sound knowledge of Excel

- Customer satisfaction driven approach

- High Integrity and ethical standards

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