Club Factory - Assistant Manager - Customer Service

About the company:

ClubFactory is an E-commerce platform present across multiple geographies, high-growth, VC backed rapidly growing across Home, Lifestyle & Fashion categories. Launched in the year 2016, it is the largest cross border commerce firm in India.

The Company is a leading e-commerce platform for the curation of highly desirable goods for purchase (B2C) combined with an enabling platform (B2B) for merchants to sell their products. The company has been able to crack the product market fit for both B2B and B2C business models to ensure sustained long-term profitable growth.

We aspire to be a billion dollar company by 2019, with hundred & thousands of retailers and over 20 million customers.

Job Responsibilities

- Responsible to manage the performance of the allocated partner site.

- Supervise your team's interactions with users on various mediums and ensure that the team is primed to resolve problems at first contact. Constantly work towards improving the KPIs of the team including quality and efficiency.

- A problem solver. You should have the ability analyze problems, the creativity to come up with solutions, which are not heavily resource dependent, and a commitment to execute.

- The goal is to keep the center running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. Committed to growing and developing a culture of delivering wow experience to our users.

- 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

- Training the agents on the new updates on a regular basis and also identifying the training needs from their performance.

Job Requirements

- Must have graduate/PG degree with at least 3-4 years of work experience

- Excellent communication skills - verbal and written

- At least 1 year experience in handling a team

- Good analytical skills to crunch, read and draw insights from data. Proficiency in excel will be an added advantage.

- Prior experience in operations/customer service is required.