Company Description
Homzmart is an eCommerce platform that sells home furniture, goods and also
an end to end community connects home professionals with homeowners who can
browse home designs, furniture, accessories, and products and also can find
reviews, referring professionals, take advice from professionals and read
articles about home improvement.
Job Description
* Guide and direct customer service team towards achieving operational goals.
* Ensure that the customer service team has excellent communication, problem-solving and professional skills for achieving customer satisfaction.
* Ensure that customer complaints are resolved professionally.
* Provide supervision and technical assistance to the customer service team to attain departmental and organizational goals.
* Hire and train customer service staff to deliver high-class customer service.
* Determine work procedures, work schedules, and workflow for customer service staff.
* Perform annual reviews, appraisals, and performance management reviews for the customer service staff.
* Ensure that customer calls are handled and answered in a timely and accurate fashion.
* Develop standard procedures and policies for improving the service provided to customers.
* Conduct meetings with Managers to discuss process improvements and issues.
* Maintain in-depth working knowledge of the company's brands, systems, and processes.
* Monitor business and process metrics to measure and manage customer service effectiveness.
* Educate customers about the organization's products or services.
* Maintain communication with customers via emails, phone calls, emails, etc.
* Prepare documentation and reports on routine customer correspondence for future reference purposes.
Qualifications
* Minimum of 8 years of experience in customer service including 1 year of People Management
* Excellent verbal and written communication skills
* Excellent multitasking skills
* Strong problem-solving skills
* Excellent time management skills
* Ability to work in a fast-paced environment
* Ability to motivate others
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