JOB DESCRIPTION: 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.

SKILLS/ JOB REQUIRED:

Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service

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

Must possess 3-5 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

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

AGE:Up to 35 years

Weekly Off:1 Rotational Off

Gender:Female Candidates Only