Customer Care

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
➢ Grammar

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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