Team Coach Team Leader Job In Ssv Hr Services In Mumbai, Mumbai City, Navi Mumbai, Thane

We're Hiring Customer Services - Team Coach - Ecommerce Company'Call Whatsapp: 9773322877 9769106910 email: [HIDDEN TEXT]About the Job Role and Duties*: Serves customers by providing product and service information, and resolving product and service problems Managing customer escalations and legal cases Training new customer service team members Interaction Auditing - Listening to individual calls to ensure quality and share feedback Helping in Performance reviews for team members Creating intervention and improvement plans for team members Process Improvement Ideas and plans to improve customer experience Daily Productivity and SLA Reporting of Inbound/ Email Queue Monthly Interaction Report Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Here's what will be expected of you every day*: The primary responsibilities of a Customer Service Team Coach would be: Ensure daily SLAs of Inbound & Email Queue are met as expected All ADHOC & Operational Tasks are to be completed as per the SOPs daily.

Weekly Rostering of Agents Quality audits and feedback to be shared daily Interaction sanity check on follow-up cases Manage all customer escalation Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Process orders, forms, and applications Follow up to ensure appropriate actions were taken on customers' requests Refer unresolved customer grievances or special requests to designated departments for further investigation Follow the set KRA's/KPI's without any excuses *Job duties may change at any time due to business needs Shifts: Nine Hours each day Open to work from 0700hrs through 2400hrs - (Rotational shifts) One Weekly-Off each week (anyday) Job Location: Mumbai 100% Voice Process which includes working on customer emails as well Meticulous with Shift Time Reporting & Break-Adherence Zero tolerances: Discipline Adaptability Extremely non-negotiable written & spoken English Extremely customer-centric Ability to think on their feet Open to feedback & change Grammar What we want: Graduate (Any stream) Mandatory Competencies and Skills required: The Customer Service Team Coach plays a critical role in team management & providing an interface between customers and the company.

Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information, Multi-tasking Flexibility in managing different queues, operational tasks & workflow Excellent knowledge of Excel, Word & PowerPoints Good communications skills, Interpersonal skills and should be able to handle stress well in a fast-paced and growing environment Possess good listening skills, and the ability to think quickly, to make a recommendation or solution to the customer's problem Good fluency in English with a clear and pleasant voice Strong listening and problem-solving skillsRegardsSSV HR Services

The Customer Service Team Coach Plays A Critical Role In Team Management & Providing An Interface Between Customers And The Company.

Ssv Hr Services is looking for Bachelor Of Commerce (b.com) profile candidates.