Managing Director at Belhem Hospitality Pvt Ltd
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Senior Manager - Customer Service - eCommerce (5-8 yrs)
- Must be currently based out of Bangalore.
- Ensure the team handles all these responsibilities and exceeds customers expectations
Team's KRA :
- Deliver the best customer service experience for ecommerce customers and consumers
- Ensure all customer's requests and/or problems are assisted, researched and resolved in a prompt and professional manner via email or phone call
- Relentless focus on the customer and their experience; constantly identify and communicate opportunities and solutions to improve their experience
- Find solutions that benefit both the customer and the company
- Demonstrate creative problem-solving for complaints or other opportunities
- Build quotes for customers, suggesting alternate products when necessary or advantageous
- Sell products and services, offer add-on and up-sell products that may benefit customer, and suggest alternative products when a customer-requested product is not available
- Analyze competitor product offerings to identify potential increases to profitability, including new products and pricing changes
- Maintain knowledge of products and their applications
- Review daily and weekly reports to make recommendations to improve productivity and efficiencies
- Track and budget necessary actions and results, e.g., returns, replacements, etc.
- Carry out supervisory responsibilities in accordance with company policies, procedures, and applicable laws
- Assist with hiring, interviewing, and training employees; planning, assigning and directing work; appraise performance; rewarding and disciplining employees; addressing complaints and resolving problems
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