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Assistant Manager - Customer Service/Operations - eCommerce

2.00 to 5.00 Years   Mumbai City   16 Aug, 2022
The HRBPs
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Assistant Manager- Customer Service/Operations - EcommerceLocation : Vikroli, MumbaiVacancies : 3Mandatory Requirements : Female candidates and immediate joinersMumbai based Candidates- Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service (Preferred candidate from Customer support Backend email, Chat process background)- MBA from Tier1/2 institutesSalary Upto 20 LPA- Oversee Quality Assurance, day to day operations of the customer relations, evaluate and analyze systems and ensure that the processes are being used to its optimum benefit.- Ensure that the our customers receive the highest level of service against agreed KPIs and with the aim of meeting or exceeding customer expectations in all forms of communication- Supervise day-to-day operations in the customer service department- Commercially analyze customer support data via all channels in order to articulate key areas of concern, focus the team and identify business decisions impacting the customer negatively- Improve customer service quality metrics by ensuring effective Quality Assurance practices, studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.- Assist in hiring of new staff, recommend training courses where appropriate, conducting regular appraisals of the Customer Services Team, monitoring progress and ensuring training records are kept up to date.- Manage, coach and lead the team with regular ones to ones, support, feedback and motivation Requirement- Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service (Preferred candidate from Customer support Backend email, Chat process background)- Knowledge of ecommerce systems, content management systems, customer service software, and best practices- Must possess 2-5 years experience in online customer service or operations- High level of operational discipline and flawless and speedy execution and adherence to timelines Education- Any Graduate from a reputed/Top business school/MBA in Marketing/Operations form Top tier instituteShift timings : 09:00 am to 06:00 pm- Weekly Off- 1 Rotational Off,

Keyskills :
exceeding customer expectationscontent management systemsservice qualitycustomer service

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