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Associate Customer Support- Urbano

1 month ago

India TMRW House of Brands Full time

JOB – DESCRIPTION

Name of the Organization : IMPERIAL ONLINE SERVICES PVT LTD

Designation : Associate Customer Support

Education : Bachelor's Degree

Experience : Minimum 1 Year

Work Location : Hyderabad

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 1 year 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.