Legend Footwear Hiring for Ecommerce Customer Service Assistant Manager at New Delhi Full Time

We are a progressive footwear retailer and require a full-time Ecommerce Customer Service Assistant Manager in our head office, who is willing to take responsibility and is able to meet their daily targets. You should be able to work and communicate effectively to deliver against the company’s key performance indicators.

The candidate needs to be dynamic, hard-working and passionate about e-commerce and customer service. Self-motivation and good communication skills are essential.

You will be responsible for assisting the Customer Service Manager for the whole customer service department and will be managing a team of at least 6 people that includes in-house and outsourced staff.

Main Responsibilities Include:

Develop and implement customer service policies and procedures
Define and communicate customer service standards
Oversee the achievement and maintenance of agreed customer service levels and standards
Direct the daily operations of the customer service team
Plan prioritize and delegate work tasks to ensure the proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Ensuring Amazon, A-Z cases, eBay resolution centre disputes and return requests, and PayPal cases are responded to promptly and precisely.
Track customer complaint resolution
Handle complex and escalated customer service issues
Liaise with company management to support and implement strategies
Constantly reviewing and measuring the customer journey and our delivery along it observing where service or experience can be improved.
Own and develop metrics and measurement techniques that will enable the organization to constantly and consistently measure the customer experience
Identify and address staff training and coaching needs
Investigating and solving customers’ problems, which may be complex or long-standing
Achieve individual targets and contribute fully to achieving departmental response time targets to queries.
Accountable for all customer service tasks to be completed accurately and on time, including; customer emails, refunds, returns, customer escalations etc.
Liaison with courier companies, resolving parcel delivery issues including managing claims for lost parcels.
Liaising with our internal departments including the inventory management, the Warehouse, and order fulfilment to ensure that queries regarding deliveries and orders are resolved.
If required, provide support to other teams.

Required Skills:

Excellent verbal and written English skills.
At least 1 year of managerial experience in an e-commerce customer service role
At least 1 year of experience supporting Amazon customers.
At least 2-3 years of e-commerce customer service experience.
Strong management skills, with excellent attention to detail and, can successfully manage multiple responsibilities simultaneously.
Ability to work under pressure in a fast-paced environment.
Passion for e-commerce and open to learning
Hard-working with a can-do and go-getter attitude

We also have the following requirements for the computer hardware, your workspace and the internet. If you do not meet these requirements, your application will be unsuccessful.
1. Desktop computer with a minimum of: Operating system: Windows 10, Processor speed: 3.9 GHz, RAM: 8 GB, Two monitors (willing to add third at a later stage). Each monitor should be at least 21” in screen size
2. A backup Laptop computer with similar specifications as the main desktop computer.
3. Minimum of 30 mbps internet connection with a backup of similar speed
4. A designated workplace that is not in a shared space and is free from all distractions
5. IP Camera providing a live video and audio feed of your workplace during your shift timings.
6. Power backup for a power outage.
7. Work with an activity monitoring app to access your activity on the computer.

Job Type: Full-time

Salary: ₹41,869.00 – ₹58,617.00 per month

Benefits:

• Work from home

Schedule:

• UK shift
• Weekend availability

Supplemental Pay:

• Performance bonus

Expected Start Date: 09/05/2022