Ecommerce Project Coordinator
Location
Pune | India
Job description
- Manage and oversee the daily operations of the technical support team.
- Lead coach and mentor technical support team members to ensure high performance and job satisfaction.
- Develop and implement strategies to improve customer satisfaction and enhance the overall technical support experience.
- Monitor and analyze support metrics and KPIs to identify areas for improvement and track team performance.
- Handle escalated customer inquiries and complaints ensuring timely resolution and customer satisfaction.
- Collaborate with other departments such as development and sales to address customer needs and provide feedback on improvements.
- Develop and maintain support policies procedures and standards to ensure consistency and efficiency.
- Stay uptodate on industry trends and best practices in customer technical support and incorporate them into the teams operations.
- Prepare regular reports and presentations on support team performance and key metrics for management review.
Requirements
- Must have a technical background in web development in ecommerce. (Magento)
- Should know standard technical support processes.
- Should have managerial skills
- Should have clientfacing skills
- Should have good communication skills.
- Should have experience with team management
Manage and oversee the daily operations of the technical support team. Lead, coach, and mentor technical support team members to ensure high performance and job satisfaction. Develop and implement strategies to improve customer satisfaction and enhance the overall technical support experience. Monitor and analyze support metrics and KPIs to identify areas for improvement and track team performance. Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction. Collaborate with other departments, such as development and sales, to address customer needs and provide feedback on improvements. Develop and maintain support policies, procedures, and standards to ensure consistency and efficiency. Stay up-to-date on industry trends and best practices in customer technical support and incorporate them into the team\'s operations. Prepare regular reports and presentations on support team performance and key metrics for management review.
Job tags
Salary
