Assistant Manager - Customer Service/Operations - eCommerce

Assistant Manager- Customer Service/Operations - Ecommerce

Location : Vikroli, Mumbai

Vacancies : 3

Mandatory Requirements : Female candidates and immediate joiners

Mumbai based Candidates

- Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service (Preferred candidate from Customer support Backend email, Chat process background)

- MBA from Tier1/2 institutes

Salary Upto 20 LPA

- Oversee Quality Assurance, day to day operations of the customer relations, evaluate and analyze systems and ensure that the processes are being used to it's optimum benefit.

- Ensure that the our customers receive the highest level of service against agreed KPI's and with the aim of meeting or exceeding customer expectations in all forms of communication

- Supervise day-to-day operations in the customer service department

- Commercially analyze customer support data via all channels in order to articulate key areas of concern, focus the team and identify business decisions impacting the customer negatively

- Improve customer service quality metrics by ensuring effective Quality Assurance practices, studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.

- Assist in hiring of new staff, recommend training courses where appropriate, conducting regular appraisals of the Customer Services Team, monitoring progress and ensuring training records are kept up to date.

- Manage, coach and lead the team with regular ones to ones, support, feedback and motivation Requirement

- Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service (Preferred candidate from Customer support Backend email, Chat process background)

- Knowledge of ecommerce systems, content management systems, customer service software, and best practices

- Must possess 2-5 years' experience in online customer service or operations

- High level of operational discipline and flawless and speedy execution and adherence to timelines Education

- Any Graduate from a reputed/Top business school/MBA in Marketing/Operations form Top tier institute

Shift timings : 09:00 am to 06:00 pm

- Weekly Off

- 1 Rotational Off