Responsibilities:- Manage a large team of inbound and outbound calling. The team would be responsible for communication with customers via calls, emails, and chats.
- Team's responsibility is to identify and address customer needs with a goal of complete satisfaction.
- Provide expert answers to questions about products, pricing, and availability.
- Recommend improvements to processes for improved company efficiency.
- Developing specific goals and plans to prioritize, organize, and accomplish the key KRAs of the CRM team
- Overseeing Team Leader's manpower roster to ensure the daily incoming channel of customer inquiries & concerns is not missed.
- Implementation of systems and processes to improve the efficiency such as CRM management software.
- Responsible for onboarding and training the team on product, professional handling of customers, policies, various performance metrices.
- Skills and Qualifications:
- eCommerce background in managing customer relationship is preferred.
- Knowledge of implementation and usage of CRM software such as Zendesk, Kapture CRM, Ameyo, Ozonetel. Must have worked on these software.
- Strong knowledge in creating a dashboard of the required report to track the overall performance of the CRM team.
- Should be decisive and have problem solving approach.
- Strong communication skills, including active listening and clear articulation.
- Ability to solve problems and alleviate conflicts or escalate tactfully
- Ability to multitask, manage time, and prioritize
- Proven experience in managing large customer relationship team
- Ability to scale the operations
Job Type: Full-time
Job Type: Full-time
Benefits: - Cell phone reimbursement
Paid sick time
Schedule:
Application Question(s):
* What is your expected CTC
- What is your notice period
Experience:
- total work: 2 years (Required)
Work Location: In person
