Roles and Responsibilities:
- Supporting the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
- Monitoring service quality by conducting sample checks on calls and emails
- Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity
- Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery
- Recruiting, training, coaching and performance managing the customer service team
- Analyse customer care data and statistics to obtain results useful in taking key business decisions.
- Assign and designate job territories to customer care staff according to their performance and history
- Handle tough or complex customer issues by analysing said problems to come up with solutions effective in addressing customer complaints.
Qualification: Any degree
Requirements
Experience Required:
1. Minimum 5 years in customer care and support
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Skills for Success:
1. Excellent Communication
2. Should be fluent in English,Tamil, Hindi,Telugu,Malayalam.