Lead - Customer Support

Job Description

Job Description : Customer support Lead - AWESOMEFAB SHOPPING PVT LTD (Brands: VEIRDO & 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