Customer Service Team Leader

2 weeks ago

Mumbai, India RWUK GROUP OPERATIONS LTD Full time

Team Leader Associate - Customer Service (Chat Process)

YOU MUST HAVE A LAPTOP/PC FOR THIS ROLE. THE HOURS ARE 5 PER DAY + WEEKEND WORK. PAYMENT IS MONTHLY.

RWUK is a leading B2B technology and outsourcing service provider company based out of England providing business and technical expertise to the global online industry.

RWUK offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to support out clients.

Job Description

Key Responsibilities:

  • Handling customer queries on Web Chat, E-mails and Social Media as per company procedure
  • Deal with escalations from the Customer Service Chat Agents
  • Actively participate in team meetings

Key Performance Indicators:

  • Handle all queries in a polite, professional manner
  • Probe and troubleshoot customer queries, and provide a suitable and satisfactory solution Educate customers on services and processes
  • Deal with escalations
  • Ensure team hit agreed KPIs and Objectives
  • Ensure team adhere strictly to shift schedules
  • Adhere to laid down internal policies, procedures and processes Work collaboratively with the team

Qualifications

  • Passionate about customer care
  • Good typing skill
  • Fluent in written and spoken English
  • Must be time flexible and able to work in a rotational shift system including Public holidays and weekends
  • Positive attitude
  • Able to work well under pressure and under minimum supervision
  • A fast learner who is able to work with set targets
  • Job Location: Remote (Anywhere in India)

Job Type: Full-time

Pay: ₹352.63 per hour

Application Question(s):

  • How many years experience do you have with Gorgias, Shopify or Freshdesk

Education:

  • Bachelor's (Required)

Experience:

  • Customer Service Manager: 4 years (Required)

Language:

  • English (Required)

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