Job Id: 20200308024
Company: Element 14 India Pvt Ltd
Job Role: Team Leader Customer Support
Experience: 8+ Years
Job Location: Bangalore
Job Description for Element 14 India Bangalore Walkins Hiring Customer Support in March 2020:
Accountable for coaching and developing Customer Service inbound & offline teams in the Bangalore BCC. Direct and manage team of customer service agents who are responsible for handling inbound, unassigned customer service calls & for processing email & chat service inquiries. Team will handle inquiries such as order status & invoice requests, returns & expedites.
Accountabilities with Key Outcomes: Describe essential accountabilities the job performs and key outcomes. Accountabilities should be listed (max of 8) in order of importance.
Responsible for coaching and developing customer service agents to maximize capabilities and provide top level customer experience on every phone call & email/chat interaction
Accountable for sales and profit achievement through effective customer retention, RMA and other customer service processes, customer expectation management on applicable calls
Accountable to manage direct reports to the agreed service level agreements for handling offline email/chat availability & process time as well as inbound phone traffic, including time to answer, availability, abandonment rates, order entry accuracy and high level of customer service satisfaction
Coach and manage team to achieve set level for call quality
Responsible for proposing and implementing efficient processes and improvements
Knowledge, Skills and Experience: Please give details of the knowledge, education, formal qualifications, specialised training or experience required for the job. Indicate whether requirement is essential or desirable .
Minimum 5 years experience in leading a sales / customer service team.
Understanding of P&L, profitable sales, margin implications of particular sales, discounting policies.
Strong experience and knowledge of computer systems
Ability to plan and prioritise a demanding workload using available resources.
Ability to segregate functions in blended roles/teams.
Awareness and understanding of cross cultural differences
- Contact center experience a plus
- Understanding of e-commerce and e-marketing capabilities
- College degree in business or related field
Details for Element 14 India Bangalore Walkins Hiring Customer Support in March 2020:
Walkin Date: 10 March 2020
Walkin Time: 9:30AM Onwards
Element 14 India Pvt Ltd,
IBC Knowledge Park
Tower D (Lift No 18/19/20), 11th Floor,
Bannerghatta Main Road, near diary circle.
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