Customer Service

Manager - Customer Service & Quality

Work Type: Full Time


Role                        : Manager – Customer Service & Quality
Experience             : 12 to 15 Years
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.


  • 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


  • 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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