Customer Service Operations - Team Lead

仕事内容

Requirements and Responsibilities:

• Customer Service Team Lead is responsible for managing the customer service team, activity, and goals. Ensures that staff has all the necessary information needed to provide technical support to end-users of the organization’s products. Being a Customer Service Team Lead may interact with teams responsible for installation/implementation to ensure client expectations are met.
• Requires a bachelor’s degree in the area of specialty. Additionally, Customer Service – Team Lead reports to the Manager of a department. The Customer Service – Team Lead manages subordinate staff in the day-to-day performance of their jobs.
• Extensive knowledge of department processes.
• To be a Customer Service – Team Lead requires 4 years’ experience in the related area as an individual contributor. 1 to 2 years of supervisory experience is required.

Duties and Responsibilities:

• Deliver the best customer service experience for e-commerce customers and consumers
• Process, assist, research, and resolve online customer’s requests and/or problems in a prompt and professional manner via email or phone call
• Relentless focus on the customer and their experience; constantly identify and communicate opportunities and solutions to improve their experience
• Demonstrate creative problem-solving for complaints or other opportunities
• Maintain knowledge of products
• Review daily and weekly reports to make recommendations to improve productivity and efficiencies
• Carry out supervisory responsibilities in accordance with company policies, procedures, process, and applicable laws
• Work side by side with the Customer Service team performing a variety of daily tasks to ensure maximum performance
• Work closely and collaboratively with managers in other departments, such as Shipping, IT, and Billing to implement more efficient processes
• Develop and continuously update training manuals

Competencies:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Respond to requests for service and assistance; Meets commitments.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates’ activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Requirements:

• Bachelor’s Degree or equivalent experience
• Minimum 4 to 5 years (1 to 2 years supervisory experience is required) of Customer Service Management experience with a successful track record
• Excellent communication and organizational skills
• Have a comprehensive knowledge of E-commerce business, such as Amazon and Flipkart
• Ability to organize and manage a variety of activities while addressing multiple priorities
• Ability to create and run reports, troubleshoot order and/or inventory problems/discrepancies

Job Type: Full-time

Salary: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance

Schedule:

• Day shift

Experience:

• Team management: 3 years (Required)

Work Remotely:

• No