Role : Team Lead – Customer Service(Voice)
Experience : 06 to 08 Year
Job Location : Chennai
About OJ Commerce:
OJ Commerce (OJC), a rapidly expanding and profitable online retailer, is headquartered in Florida, USA, with a fully-functional office in Chennai, India.
We deliver exceptional value to our customers by harnessing cutting-edge technology, fostering innovation, and establishing strategic brand partnerships to enable a seamless, enjoyable shopping experience featuring high-quality products at unbeatable prices. Our advanced, data-driven system streamlines operations with minimal human intervention.
Our extensive product portfolio encompasses over a million SKUs and more than 2,500 brands across eight primary categories.
With a robust presence on major platforms such as Amazon, Walmart, Wayfair, Home Depot, and eBay, we directly serve consumers in the United States.
As we continue to forge new partner relationships, our flagship website, www.ojcommerce.com, has rapidly emerged as a top-performing e-commerce channel, catering to millions of customers annually.
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
• Working Hours - US Shift ( Eastern Time)
• Fast paced start up