Lead - Customer Support

About The Role Customer support Lead- AWESOMEFAB SHOPPING PVT LTD (BrandsVEIRDO & JUNEBERRY) is an Indian clothing brand and we are selling our products on all E-commerce websites like Amazon, Myntra, Flipkart, Tata Cliq, Nykaa, etc.- VEIRDO & JUNEBERRY brand is backed by the Aditya Birla Group.- If you're an E-Commerce Catalogue and sales enthusiast who loves what you do, then please do join us, we'd love to hear from you.- Awesomefab Shopping Pvt. Ltd is looking for an experienced Customer support Lead. Join our dynamic team and contribute to our success in the e-commerce sector! Key Responsibilities : - Implement feedback tracking system to identify areas of improvement and adjust team strategies accordingly- Develop innovative solutions to recurring customer issues, minimizing repeat chats and enhancing overall satisfaction levels.- Train and supervise team of customer service representatives in providing quality service to customers- Coordinate shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality- Improved customer satisfaction by addressing and resolving complex issues in timely manner.- Implement measurement metric for customer satisfaction- Lead and mentor a team of junior customer support representatives.- Handle escalations and provide timely resolutions.- Monitor and report on customer service metrics and feedback.- Collaborate with other departments to ensure resolution of customer query- Manage net zero end of day chats Requirements : - Minimum 6 years of experience in leading Customer support practice, ecommerce experience is required- Strong understanding of customer service best practices.- Excellent communication and interpersonal skills.- Ability to work in a fast-paced environment and handle high-pressure situations.- Proficiency in customer service software and tools.- Strong problem-solving skills and attention to detail.- Leadership experience is a plus. Benefits : - Statutory Bonus- Leave encashment- Provident Fund- Health Insurance/ESIC- Yearly Company Trip- Gratuity This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.