Role : Customer Care Sr. Manager

Location : Mumbai

Position type : Full time

Experience: 5 years in customer care with 2+ years in managing mid-size customer care team

Language proficiency: Hindi & English (Telugu fluency is a plus)

Technical proficiency: Intermediate knowledge of MS Excel + MySQL is a big plus

Shift timings: 8 AM - 10:30 PM (comfortable for long shifts)

Client: Fynd

Fynd is a unique O2O fashion e-commerce portal, which brings the latest in-store fashion online. Its capability of sourcing its products across various fashion categories directly from most prominent brands' stores in the country, enables it to develop this edge over any other e-commerce marketplace.

With its aim to help retail brands generate more sales, Fynd has introduced impressive tech solutions that enable retail stores to look beyond their offline territory and venture into online sales, including the online portal fynd.com

Responsibilities :

- Monitor and improve the performance of customer care agents

- Work closely with the Growth and Operations team to resolve customer issues

- Manage the Customer Care team roaster

- Maintain and update the knowledgebase articles

- Set up, document and revise customer care processes periodically

- Explore new technologies and figure out ways to introduce them in our workflows

Requirements :

- Bachelors degree from a reputed institution (B.Tech/MBA preferred)

- Fluency in Hindi & English (fluency in Telugu will be an advantage)

- Minimum 5 years work experience with at least 2+ years of managing a mid-size customer care team

- Intermediate knowledge of MS Excel is a must

- Knowledge of MySQL is a big plus

- Needs to be a fast learner and will have to pick up basic MySQL and advanced MS Excel in the first month

- Our shift timings are from 8 AM - 10:30 PM. Candidate should be fine doing long shifts, especially the last shift

- Perks

- Free Friday lunches.

- Fully stocked pantry.

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