Customer Service

Team Lead - Customer Service(Voice)

Chennai
Work Type: Full Time

Role                   : Team Lead – Customer Service(Voice)

Experience        : 06 to 08 Year

Job 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

  •     Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

        
  •     Handle escalated calls and provide appropriate resolution to customers.      

  •    Set clear team goals  
       

  •     Delegate tasks and set deadlines

        
  •     Oversee day-to-day operation

        
  •     Monitor team performance and report on metrics

        
  •     Motivate team members

        
  •     Discover training needs and provide coaching

        
  •     Identifies customer service trends and determines system improvements.

        
  •     Listen to team members’ feedback and resolve any issues or conflicts

        
  •     Recognize high performance and reward accomplishments

        
  •     Encourage creativity and risk-taking

        
  •     Suggest and organize team building activities


Skills:

  •     Proven work experience as a team leader or supervisor from call centre background

        
  •     In-depth knowledge of call centre performance metrics

        
  •     Good PC skills, especially MS Excel

        
  •     Excellent communication(Verbal & Written) and leadership skills

        
  •     Organizational and time-management skills

        
  •     Decision-making skills



What we Offer

• Competitive salary

• Medical Benefits/Accident Cover

• Flexi Office Working Hours

• Fast paced start up

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