Imagine working for one of the fastest growing Consumer technology brand in India. A company that knows that its people are the key to its success in the marketplace. A company in which achieving extraordinary results and having a stimulating work experience are part of the same process. Come grow with Crossbeats and make an impact while enjoying working in a fun filled environment.

Job Description

- To meet and exceed customer service goals as set by Management. Enhance customer service experience of web based consumers.

ESSENTIAL JOB RESULTS : 

- The Ecommerce Customer Service Manager is the "subject matter expert", from a business, operations, customer service and consumer affairs perspective. Ecommerce Customer Service Manager will own many aspects of support, ranging from building scripts for phone / email / online chat to driving initiatives to improve day-to-day processes.

- He/she will evaluate and analyse systems, i.e. email and chat service to ensure it is being used to its maximum benefit. Report on productivity and react accordingly. Utilize Customer Service and web technologies to increase consumer satisfaction. Responsible for day-to-day administration of Live Chat tools and other web-based consumer Affairs technology.

JOB REQUIREMENTS : 

- Must possess 4 +years of experience in online customer service or operations

- Outstanding project management experience

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

- Sales goal driven with a strong understanding of business drivers that will impact sales

- Good problem solving and analytical skills

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

- Operational/function understanding of ecommerce technologies and websites

- Be proactive in identifying, resolving and communicating challenges

- Ability to work at a detailed level while maintaining an overall project perspective

- Good organizational and time management skills

- Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously

- Experience of handling a team of 4-5 members

EXPERIENCE AND EDUCATION :

- Minimum 3-5 years ecommerce, online customer service management

- Four-year degree in Business, Ecommerce, or related discipline required

Proven Record:

- Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams

- Detail-oriented, demonstrate strong written and verbal communication skills

- Ability to work in a dynamic environment and be results and deadline driven Microsoft Office proficiency with Word and Excel

Qualifications :

- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job.

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