Role : Team Lead – Customer Service(Voice)
Experience : 06 to 08 Year
Job Location : Chennai
About OJ Commerce:
OJ Commerce is a fast-growing, profitable online retailer based in Florida, USA with a full-fledged India office based in Chennai driven by a sophisticated, data-driven system to run the operations with virtually no human intervention. We strive to be the best-in-class ecommerce company delivering exceptional value to customers by leveraging technology, innovation and brand-partnerships to provide a seamless & enjoyable shopping of high-quality products at the best prices to our customers.
Responsibilities:
Improve customer service experience, create engaged customers and facilitate organic growth
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Handle escalated calls and provide appropriate resolution to customers.
Set clear team goals
Delegate tasks and set deadlines
Oversee day-to-day operation
Monitor team performance and report on metrics
Motivate team members
Discover training needs and provide coaching
Identifies customer service trends and determines system improvements.
Listen to team members’ feedback and resolve any issues or conflicts
Recognize high performance and reward accomplishments
Encourage creativity and risk-taking
Suggest and organize team building activities
Skills:
Proven work experience as a team leader or supervisor from call centre background
In-depth knowledge of call centre performance metrics
Good PC skills, especially MS Excel
Excellent communication(Verbal & Written) and leadership skills
Organizational and time-management skills
Decision-making skills
What we Offer
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