Job Description : 

We are hiring for an Assistant Manager - Customer Service who will act as a "subject matter expert", from a business, operations, customer service and customer relations perspective. He/she will 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.

Role Responsibilities : 

- 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

Desired Skills and Competencies :

- Must possess 3-5 years- experience in online customer service or operations

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

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

Associated Behaviors : 

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

- Team player who can build relationships across multiple teams and functional areas

- Extremely strong critical thinking skills, creativity, and resourcefulness

Note - Graduate from a reputed / Top business school.

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