Role : Team Lead - Customer Service(Voice)

Experience : 06 to 08 Year

Job Location : Chennai

About OJ Commerce :

- OJ Commerce (OJC), a rapidly expanding and profitable online retailer, is headquartered in Florida, USA, with a fully-functional office in Chennai, India.

- We deliver exceptional value to our customers by harnessing cutting-edge technology, fostering innovation, and establishing strategic brand partnerships to enable a seamless, enjoyable shopping experience featuring high-quality products at unbeatable prices. Our advanced, data-driven system streamlines operations with minimal human intervention.

- Our extensive product portfolio encompasses over a million SKUs and more than 2,500 brands across eight primary categories.

- With a robust presence on major platforms such as Amazon, Walmart, Wayfair, Home Depot, and eBay, we directly serve consumers in the United States.

- As we continue to forge new partner relationships, our flagship website, www.ojcommerce.com, has rapidly emerged as a top-performing e-commerce channel, catering to millions of customers annually.

Responsibilities :

- Improve customer service experience, create engaged customers and facilitate organic growth

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

- Handle escalated calls and provide appropriate resolution to customers.

- Set clear team goals

- Delegate tasks and set deadlines

- Oversee day-to-day operation

- Monitor team performance and report on metrics

- Motivate team members

- Discover training needs and provide coaching

- Identifies customer service trends and determines system improvements.

- Listen to team members' feedback and resolve any issues or conflicts

- Recognize high performance and reward accomplishments

- Encourage creativity and risk-taking

- Suggest and organize team building activities

Skills :

- Proven work experience as a team leader or supervisor from call centre background

- In-depth knowledge of call centre performance metrics

- Good PC skills, especially MS Excel

- Excellent communication(Verbal & Written) and leadership skills

- Organizational and time-management skills

- Decision-making skills

What we Offer ?

- Competitive salary

- Medical Benefits/Accident Cover

- Working Hours - US Shift ( Eastern Time)

- Fast paced start up

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