We are seeking a proactive and experienced Customer Care Officer to lead our team of Customer Care Executives in delivering exceptional service to our customers. As part of a fast-growing e-commerce service provider, you will play a critical role in ensuring smooth operations, maintaining high customer satisfaction, and driving continuous improvement in customer service processes. Key Responsibilities Team Leadership & Management Supervise, guide, and motivate a team of Customer Care Executives. Allocate tasks, monitor performance, and ensure adherence to service standards and SLAs. Conduct regular training sessions to enhance product knowledge, communication, and customer handling skills. Customer Support Oversight Oversee all customer interactions (calls, emails, chats, social media) to ensure timely and effective resolution of queries and complaints. Handle escalated issues professionally and ensure satisfactory closure. Monitor customer feedback and identify areas of service improvement. Process & Performance Management Track team KPIs, such as response time, resolution time, CSAT, and NPS. Implement quality assurance practices to ensure service excellence. Develop and refine customer care processes, FAQs, and SOPs to improve efficiency. Collaboration & Reporting Coordinate with operations, logistics, sales, and technology teams to resolve cross-functional issues impacting customers. Prepare periodic reports on customer service performance and share insights with senior management. Provide recommendations for technology and process improvements to enhance the customer journey. Job Type: Full-time Pay: ₹15,000.00 - ₹20,000.00 per month Experience: customer support: 2 years (Required) Language: Hindi (Preferred) English (Required) Work Location: In person
We are seeking a proactive and experienced Customer Care Officer to lead our team of Customer Care Executives in delivering exceptional service to our customers. As part of a fast-growing e-commerce service provider, you will play a critical role in ensuring smooth operations, maintaining high customer satisfaction, and driving continuous improvement in customer service processes. Key Responsibilities Team Leadership & Management Supervise, guide, and motivate a team of Customer Care Executives. Allocate tasks, monitor performance, and ensure adherence to service standards and SLAs. Conduct regular training sessions to enhance product knowledge, communication, and customer handling skills. Customer Support Oversight Oversee all customer interactions (calls, emails, chats, social media) to ensure timely and effective resolution of queries and complaints. Handle escalated issues professionally and ensure satisfactory closure. Monitor customer feedback and identify areas of service improvement. Process & Performance Management Track team KPIs, such as response time, resolution time, CSAT, and NPS. Implement quality assurance practices to ensure service excellence. Develop and refine customer care processes, FAQs, and SOPs to improve efficiency. Collaboration & Reporting Coordinate with operations, logistics, sales, and technology teams to resolve cross-functional issues impacting customers. Prepare periodic reports on customer service performance and share insights with senior management. Provide recommendations for technology and process improvements to enhance the customer journey. Job Type: Full-time Pay: ₹15,000.00 - ₹20,000.00 per month Experience: customer support: 2 years (Required) Language: Hindi (Preferred) English (Required) Work Location: In person
We are looking for an experienced and dynamic E-commerce Manager to lead and manage our online business operations. The ideal candidate will be responsible for driving online sales, optimizing the customer journey, and leading a team to ensure smooth day-to-day execution of e-commerce activities. This role requires a mix of analytical skills, business acumen, creativity, and strong leadership. Key Responsibilities E-commerce Operations & Strategy Oversee end-to-end management of the company’s e-commerce platform(s). Develop and execute strategies to drive sales growth, increase customer engagement, and improve overall profitability. Ensure smooth operations across order management, product listing, pricing, promotions, and fulfillment. Team Leadership Lead, guide, and motivate a team of e-commerce executives and support staff. Allocate tasks, set performance targets, and monitor individual and team productivity. Conduct training sessions to strengthen skills in e-commerce operations, customer handling, and digital tools. Foster a collaborative and results-driven team culture. Customer Experience & Growth Monitor site performance, usability, and overall customer experience. Collaborate with marketing teams on SEO, SEM, social media, and email campaigns to drive traffic and conversions. Leverage data analytics to track customer behavior, conversion funnels, and retention strategies. Vendor & Stakeholder Management Manage relationships with third-party marketplaces, logistics providers, and technology partners. Work cross-functionally with marketing, finance, and operations teams to align e-commerce initiatives with company objectives. Analytics & Reporting Monitor key KPIs such as sales performance, customer acquisition cost, average order value, and ROI. Prepare regular performance reports for senior management with insights and recommendations. Job Type: Full-time Pay: ₹20,000.00 - ₹25,000.00 per month Education: Bachelor's (Preferred) Experience: E-Commerce: 2 years (Required) Work Location: In person