Customer Care |Team Coach

We're Hiring Customer Services - Team Coach - Ecommerce Company'

Call Whatsapp : +773322877 +76+106+10 email : HIDDEN TEXT

About the Job Role and Duties* :

Serves customers by providing product and service information, and resolving product and service problems.

➢ Managing customer escalations and legal cases

➢ Training new customer service team members

➢ Interaction Auditing - Listening to individual calls to ensure quality and share feedback.

➢ Helping in Performance reviews for team members

➢ Creating intervention and improvement plans for team members

➢ Process Improvement Ideas and plans to improve customer experience

➢ Daily Productivity and SLA Reporting of Inbound / Email Queue.

➢ Monthly Interaction Report

➢ Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem;

selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure

resolution

Here's what will be expected of you every day* :

The primary responsibilities of a Customer Service Team Coach would be :

➢ Ensure daily SLAs of Inbound Email Queue are met as expected.

➢ All ADHOC Operational Tasks are to be completed as per the SOPs daily.

➢ Weekly Rostering of Agents.

➢ Quality audits and feedback to be shared daily.

➢ Interaction sanity check on follow-up cases.

➢ Manage all customer escalation.

➢ Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well

as actions taken. Process orders, forms, and applications

➢ Follow up to ensure appropriate actions were taken on customers' requests.

➢ Refer unresolved customer grievances or special requests to designated departments for further investigation

➢ Follow the set KRA's / KPI's without any excuses

Job duties may change at any time due to business needs.

Shifts :

➢ Nine Hours each day

➢ Open to work from 0700hrs through 2400hrs - (Rotational shifts)

➢ One Weekly-Off each week (anyday)

➢ Job Location : Mumbai

➢ 100% Voice Process which includes working on customer emails as well.

➢ Meticulous with Shift Time Reporting Break-Adherence.

Zero tolerances : ➢ Discipline

➢ Adaptability

➢ Extremely non-negotiable written spoken English

➢ Extremely customer-centric

➢ Ability to think on their feet

➢ Open to feedback change

What we want :

➢ Graduate (Any stream) Mandatory

Competencies and Skills required :

The Customer Service Team Coach plays a critical role in team management providing an interface between customers and the company.

➢ Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening,

Phone Skills, Resolving Conflict, Analysing Information, Multi-tasking

➢ Flexibility in managing different queues, operational tasks workflow.

➢ Excellent knowledge of Excel, Word PowerPoints.

➢ Good communications skills, Interpersonal skills and should be able to handle stress well in a fast-paced and growing

environment

➢ Possess good listening skills, and the ability to think quickly, to make a recommendation or solution to the customer's

problem

➢ Good fluency in English with a clear and pleasant voice

➢ Strong listening and problem-solving skills

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