Club Factory - Head - Customer Service

About the company:

Club Factory 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. Co. aspires to be a billion dollar company, with hundred & thousands of retailers and over 20 million customers.

We are looking for an experienced Business Process Outsourcing to provide excellent customer service and promote his idea throughout outsourcing partners. The goal is to keep the service providers running in an efficient manner, to help them achieve KPIs, to increase customer satisfaction, loyalty and retention.

Responsibilities :

- Improve overall customer service experience

- Develop and optimize service procedures, policies and standards

- Help service providers achieve qualitative and quantitative targets

- Improve working efficiency of service agents

- Analyze statistics and compile accurate reports

Requirements :

- Proven 8-10 years working experience as a customer service manager in E-commerce industry

- Experience in providing customer service support

- Experience in customer service vendor management

- Excellent knowledge of management methods and skills

- Proficiency in English & Hindi

- Strong client-facing and communication skills

- Advanced troubleshooting and multi-tasking skills