Business Executive at Merrin & Associates
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Customer Service Manager - eCommerce (4-6 yrs)
Looking for 3+ yrs of experience in E-Commerce Customer service Management
Roles & Responsibilities :
- Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
- Assist in developing and implementing training programs to improve the quality and productivity of the team.
- Drive process improvements to enhance the operational efficiency of the site.
- Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
- Developing and achieving performance goals and objectives in line with the network wide vision and goals.
- Focus on management of SLA, quality and customer experience
- Trouble shooter in case of issues relating to process affecting the SLAs
- Manage e-commerce customer service support through effective and timely use of email, Phone and social media.
- Resolve inquiries and issues for e-commerce customers with a solution and satisfaction-oriented mindset.
- Demonstrate the ability to communicate with business owners and customers and excel at offering outstanding service to customers
- Monitor, test, and troubleshoot e-commerce systems.
- Manage monthly metrics reporting, including e-commerce revenue reports, company statistics, RMA and Sample Request cost and outcomes tracking.
- Work in a team-oriented atmosphere while independently managing own priority workflow and responsibilities
- Contribute to ongoing systems improvements to streamline processes and cross-team Efficiency.
Direct experience in Contact Center Operations (E-Commerce)
if Interested please mail or call to 9902865790
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