Manager - Customer Service & Quality

JOB DESCRIPTION

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