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23/06 Meenakshi Singh
HR- Senior Recruitment Specialist at Livspace

Views:67 Applications:25 Rec. Actions:Recruiter Actions:0

Livspace - Team Lead - Customer Support (4-14 yrs)

Bangalore/Bengaluru,Bangalore/Bengaluru Job Code: 219792

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.

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