Job Description

Urgent requirement for Customer And Sales Support Manager in Ernakulam.

The ideal candidate will have proven experience working in a customer care manager position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.



Position Responsibilities:

· Hire, train and manage a customer care team

· Provide training and documentation for department related touchpoint systems

· Effectively coach and lead guides to consistently hit metrics and provide an amazing customer experience and hospitality

· Respond to and resolve any escalated customer concern(s)

· Responsible for developing monthly agent schedule based on business needs



· Create a continual learning environment for customer care team on new products and services



· Implement effective customer care procedures, policies, and standards



· Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis



· Work with Head Office to investigate and resolve customer order issues stemming from system errors



· Communicate any web content errors or issues to the appropriate channels for immediate resolution



· Analyze and manage online fraud protection program and systems.



· Manage budget relating to headcount and operating expenses for ecommerce team



· Stay informed on the latest industry techniques and methods



· This role will be responsible for achieving the region's revenue and related objectives ,will have full responsibilities of the whole P&L. Other responsibilities include:

· Ensuring achievement of the sales (advertisement) with specified target market.

· Building the operations by identifying new business and generating new opportunities.

· Developing and implementing objectives, strategies and efficient sales forecasting systems.

· Managing both cost and revenues per the agreed P&L successfully.

· Maintaining end-to-end client relationships, and developing business relationship with both internal and external parties.

· Ensuring implementation of the strategy by driving the team in India(i.e.: defining KPIs, setting targets) in coordination with Head Office.

· Ability to lead a team, including hiring and retaining the team members.

· Acquiring of building new merchants/Suppliers .

· Overall program planning, milestone tracking and dependency management

· Reviewing and supporting design concepts with fundamental or new technology used to provide cost improvement and increase customers acquisitions.

· Shaping the growth based on embracing the business models.

· Should be highly-driven Indian with a track record either in start-up e-commerce.

· Must know the following languages:

English

Malayalam

Hindi

Tamil

· Strong ability to set clear measurable objectives, delegate responsibilities, assesses, recognize and reward performance. Flexibility, adaptive and versatile personality.

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Skills

Administration Work , Managerial Skills , Sales Planning , Managing the meetings , Managing skills , Administration Work ,

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Qualifications

• Post Graduates
• Graduates