Manager - Customer Service & Quality
Location
Chennai | India
Job description
JOB DESCRIPTION
Role : Manager – Customer Service & Quality
Experience : 12 to 15 Years
Job Location : Chennai
About OJ Commerce:
OJ Commerce is a fast-growing, profitable online retailer based in Florida, USA with a full-fledged India office based in Chennai driven by a sophisticated, data-driven system to run the operations with virtually no human intervention. We strive to be the best-in-class ecommerce company delivering exceptional value to customers by leveraging technology, innovation and brand-partnerships to provide a seamless & enjoyable shopping of high-quality products at the best prices to our customers.
Responsibilities:
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Analyze all customer service metrics and how the support team’s performance affect those KPI’s
- Help agents improve their performance with specific instructions and constant support relating to KPI and Quality
- Periodic review of action plans and report efficiency improvement
- Review and plan Customer service performance at the agent and team level in terms of Productivity , Quality and C-Sat
- Prepare and drive action plan for improvement on SLA’s and Quality standards
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
Skills
- Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager.
- Experience in providing customer service support
- Should have detailed knowledge on QMS , Sampling , RCA , Trend analysis and defining an action plan to improve Quality standards
- Excellent knowledge of management methods and techniques
- Proficiency in English( Both Verbal & Written)
- Working knowledge of customer service software, databases and tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
What we Offer
• Competitive salary
• Medical Benefits/Accident Cover
• Working Hours - US Shifts ( Eastern Time)
• Fast paced start up
Job tags
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