Associate Customer Support- Urbano

2 weeks ago

hyderabad, 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.

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