JOB DUTIES / RESPONSIBILITIES:

- Accountable for forecasting ecommerce call center staff and help they improve their performance in order to attain higher customer satisfaction & KPI's.

- Notify call center operators to offer excellent customer service and prepare them for fielding various types of events.

- Participate in cross-functional project teams, lead and provide feedback to analysts and managers of different vertical within the organizational hierarchy.

- Protect company proprietary and confidential information.

- Accountable for identifying product defects and customer requirements.

- Ensure all tools, processes and procedures are properly documented.

- Analyze trends and provide recommendations to cross-functional teams for area of improvements.

- Create workshops on topics to strengthen company operating systems.

- Responsible for updating and adding all product information to an online help system.

- Creating regular content for consumer support team (Specifications, FAQ- s, and Product Manuals etc.)

- Conducting regular audits on Web Content available for consumer on E-commerce and support pages (Specifications, FAQ- s, and Product Manuals etc.)

- Managing relationship with internal & External E-commerce team and functions, escalations and RCA for responses and action planning.

- Participating weekly, monthly & quarterly reviews with Contact center and sharing process improvement feedbacks.

- Communicates with site and senior leadership regarding development and change status and resource needs to ensure that clear priorities and business impacts are understood.

- Coordinating with Operations and Training to ensure smooth functioning of projects & events.

- Reviewed policies and procedures, suggested modifications to processes and language

- Other duties as assigned

JOB REQUIREMENTS:

- Candidate should have experience with Smartphone customer service or e-commerce functions as an integrated customer care team, should take initiative, should be a quick learner, detail oriented and possess developer & excellent problem solving skills.

In addition, candidate must possess the following:-

- 3+ years of relevant experience in dynamic customer care environment (preferable in e-commerce domain).

- Must have great people skills and strong leadership experience.

- Must have local understanding of country customer requirements and demands to support excellent contact center performance.

- Ability to effectively manage and lead projects individually and through others.

- Strong interpersonal skills and demonstrated ability to work in a team environment.

- Bachelor's Degree.

- 3-5 years of related experience

- Open for travel (If required).

REQUIRED SKILLS:

- Should be able to comprehend and understand E-commerce platform and service modules and plan according to business requirements.

- Should be able to lead training development for existing and upcoming new batches.

- Excellent Knowledge of Microsoft Excel & PowerPoint.

- Ability to execute on complex problems and review related information to develop and evaluate options and implement solutions.

- Call center e-commerce operations and after sales service skills.

- Strong communication, influencing, presentation and negotiation skills.

- Strong detail orientation skills.

- Project management skills.

- Proven change management skills.

- Highly skilled in problem solving and to convey innovative ideas and communicate complex theories, challenges and solutions to senior levels of management.

- Ability to influence individuals and organizations outside of span of direct control.

JOB TITTLE: Assistant Manager (E-Commerce Online Service)

Exp:- 3-5 Yrs.

Location:- Bangalore

Salary Budget:- 4-7 LPA

Employment Type: Deputed at Huawei on the rolls of Manpower Fixed Term

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