Job Description :
- Oversee daily duties of employees to ensure that quality standards are being met and proper procedures are being followed
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer service teams performance.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
- Create and maintain customer service metrics and reports, analyzing data to identify trends and areas for improvement.
- Conduct regular performance evaluations for team members, providing constructive feedback and identifying areas for improvement.
- Handle escalated customer issues and complaints, investigating and resolving them in a timely manner to achieve customer satisfaction.
- Monitoring and authenticating returns, exchanges, and voids.
- Training staff in areas of customer service and company policies.
Qualifiaction:
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related software.
- Must Experience as Team LeaderAdmin & Cs at E-commerce and brand