Job Description : Customer support Lead

- AWESOMEFAB SHOPPING PVT LTD (Brands: VEIRDO & JUNEBERRY) is an Indian clothing brand and we are selling our products on all E-commerce websites like Amazon, Myntra, Flipkart, Tata Cliq, Nykaa, etc.

- VEIRDO & JUNEBERRY brand is backed by the Aditya Birla Group.

- If you're an E-Commerce Catalogue and sales enthusiast who loves what you do, then please do join us, we'd love to hear from you.

- Awesomefab Shopping Pvt. Ltd is looking for an experienced Customer support Lead. Join our dynamic team and contribute to our success in the e-commerce sector!

Key Responsibilities :

- Implement feedback tracking system to identify areas of improvement and adjust team strategies accordingly

- Develop innovative solutions to recurring customer issues, minimizing repeat chats and enhancing overall satisfaction levels.

- Train and supervise team of customer service representatives in providing quality service to customers

- Coordinate shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality

- Improved customer satisfaction by addressing and resolving complex issues in timely manner.

- Implement measurement metric for customer satisfaction

- Lead and mentor a team of junior customer support representatives.

- Handle escalations and provide timely resolutions.

- Monitor and report on customer service metrics and feedback.

- Collaborate with other departments to ensure resolution of customer query

- Manage net zero end of day chats

Requirements :

- Minimum 6 years of experience in leading Customer support practice, ecommerce experience is required

- Strong understanding of customer service best practices.

- Excellent communication and interpersonal skills.

- Ability to work in a fast-paced environment and handle high-pressure situations.

- Proficiency in customer service software and tools.

- Strong problem-solving skills and attention to detail.

- Leadership experience is a plus.

Benefits :

- Statutory Bonus

- Leave encashment

- Provident Fund

- Health Insurance/ESIC

- Yearly Company Trip

- Gratuity