Senior Team Lead - E commerce

Location

India | India

Job description

Job Title: Senior Team Lead - E-commerce Customer Service Operations

Location: Visakhapatnam

Position Overview: As a Team Lead/Senior Team Lead in our e-commerce customer service operations, you will be responsible for supervising and leading a team of customer service representatives. Your primary focus will be ensuring exemplary customer service delivery, optimizing team performance, and driving operational excellence within the customer service department.

 Responsibilities

• Supervise and lead a team of customer service representatives, ensuring they deliver exceptional service, meet KPIs, and maintain high standards of performance.
• Design training programs, mentor new hires, and provide ongoing coaching to the team to enhance their skills in handling customer inquiries, product knowledge, and system usage.
• Regularly evaluate team performance, conduct performance reviews, and provide constructive feedback to improve individual and team efficiency.
• Efficiently allocate resources, manage schedules, and ensure adequate staffing levels to meet service demands, especially during peak periods.
• Process Improvement: Identify opportunities for process optimization, implement strategies to enhance workflows, and suggest improvements to systems or procedures to streamline operations and enhance customer satisfaction.
• Implement quality assurance measures to maintain service quality standards, conduct audits, and ensure adherence to policies and procedures.
• Act as an escalation point for complex customer issues, offering guidance and assistance in resolving challenging cases while maintaining customer satisfaction.
• Collaborate with other departments such as marketing, sales, and logistics to address customer concerns and improve overall customer experience.
• Analyze customer service metrics, generate reports, and derive insights to identify trends, and areas for improvement, and make data-driven decisions.
• Implement strategies to enhance the customer experience, seeking innovative ways to improve service delivery and customer satisfaction levels.
• Ensure team adherence to company policies, legal guidelines, and industry regulations to maintain compliance and mitigate risks.
• Provide strong leadership, effective communication, and support to the team, fostering a positive and productive work environment.

Qualifications

• Strong experience in customer service/contact centre operations space
• At least 5+ years of customer service experience
• Graduate or MBA preferred.
• Proven track record of effectively managing and leading teams to achieve service excellence.
• Strong communication, interpersonal, and leadership skills.
• Excellent problem-solving abilities and the capacity to handle challenging situations.
• Proficiency in using customer service software, CRM systems, and data analysis tools.
• Ability to work collaboratively in a fast-paced and dynamic environment.

If you're passionate about leading a dynamic team and driving exceptional customer service in the e-commerce industry, we'd love to hear from you. Join us and be a part of our commitment to delivering outstanding customer experiences.

Job tags

Salary