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    Manager - Customer Service & Quality - Chennai, India - OJ Commerce

    OJ Commerce
    OJ Commerce Chennai, India

    Found in: Talent IN C2 - 5 days ago

    Default job background
    Full time
    Description

    JOB DESCRIPTION

    Role : Manager – Customer Service & QualityExperience : 12 to 15 YearsJob Location : Chennai

    About OJ Commerce:


    OJ Commerce is a fast-growing, profitable online retailer based in Florida, USA with a full-fledged India office based in Chennai driven by a sophisticated, data-driven system to run the operations with virtually no human intervention. We strive to be the best-in-class ecommerce company delivering exceptional value to customers by leveraging technology, innovation and brand-partnerships to provide a seamless & enjoyable shopping of high-quality products at the best prices to our customers.

    Responsibilities:

    • Improve customer service experience, create engaged customers and facilitate organic growth
    • Take ownership of customers issues and follow problems through to resolution
    • Set a clear mission and deploy strategies focused towards that mission
    • Develop service procedures, policies and standards
    • Keep accurate records and document customer service actions and discussions
    • Analyze statistics and compile accurate reports
    • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
    • Keep ahead of industry's developments and apply best practices to areas of improvement
    • Analyze all customer service metrics and how the support team's performance affect those KPI's
    • Help agents improve their performance with specific instructions and constant support relating to KPI and Quality
    • Periodic review of action plans and report efficiency improvement
    • Review and plan Customer service performance at the agent and team level in terms of Productivity , Quality and C-Sat
    • Prepare and drive action plan for improvement on SLA's and Quality standards
    • Control resources and utilise assets to achieve qualitative and quantitative targets
    • Adhere to and manage the approved budget
    • Maintain an orderly workflow according to priorities

    Skills

    • Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager.
    • Experience in providing customer service support
    • Should have detailed knowledge on QMS , Sampling , RCA , Trend analysis and defining an action plan to improve Quality standards
    • Excellent knowledge of management methods and techniques
    • Proficiency in English( Both Verbal & Written)
    • Working knowledge of customer service software, databases and tools
    • Awareness of industry's latest technology trends and applications
    • Ability to think strategically and to lead
    • Strong client-facing and communication skills
    • Advanced troubleshooting and multi-tasking skills
    • Customer service orientation

    What we Offer


    • Competitive salary


    • Medical Benefits/Accident Cover


    • Working Hours - US Shifts ( Eastern Time)


    • Fast paced start up

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