23/06
Meenakshi Singh
HR- Senior Recruitment Specialist at Livspace
HR- Senior Recruitment Specialist at Livspace
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Livspace - Team Lead - Customer Support (4-14 yrs)
Team Lead - Customer Support
What you'll do (Responsibilities):
- Ensuring that customer care metrics are all at an acceptable level (>99.9% queries reverted and closed within the defined TAT) for an e commerce business
- Managing customer escalations and resolving them by coordinating with relevant stakeholders
- Defining the templates for answering the customer queries (via emails, SMS, Whatsapp chat, calls) and training the Quality assurance executives (care associates) towards following the same
- Defining the task lists for the QAEs and implementing shift rosters (as needed)
- Motivating and mentoring the team of QAEs with a goal of employee retention and career growth
- Sharing feedback to the store operations team on repetitive issues highlighted by the customers
- Getting proactive feedback on store performance from the customers, during the calls
- Developing a training module for onboarding of QAEs and better understanding/performance (ongoing)
- Ownership of front end customer experience for the eCommerce business
Who you are (Qualifications):
- Eager to learn and grow, displaying high levels of ownership and drive to perform.
- Good verbal and written communication.
- Proactive in approach, organized, aggressive in action and results oriented.
- A team player with high patience and a high level of integrity.
- Willing to get their hands dirty to get the task done.
- A degree/diploma holder.
- Assertive with a high level of maturity.
- Logical decision taker with bias for action.
