JOB OVERVIEW Key Responsibilities: Manage the day to day operations of the Support Portal, including monitoring tickets, calls, and emails Define and meet Customer Support KPIs and qualitative success measures such as SLA & driving continuous improvement Building and delivering productivity plans by reviewing work forecasts, determining productivity requirements. I should be able to apply analytical skills. Should be able to handle client complaints, Identify customer needs with the quick response time. Applicant should possess strong Email handling skills & good convincing skills. Candidate from International BPO, KPO, E-commerce industry can apply. Mentoring, training, and developing teammates for career progression, performance improvement, and recognition purposes. Working closely with internal teams and the customer through to issue resolution. Responsible for Implementing large-scale process improvement initiatives using data-driven techniques Requirements: Prior Experience in the E-commerce platform is highly preferable. 2-3 years of work experience as a team lead. Experience in handling escalated customer issues. Excellent leadership and management skills. Excellent Training skills to develop team members with diverse backgrounds Customer-focused positive attitude Willingness to contribute at all levels Strong level of integrity, autonomy, and self-motivation Strong verbal and written communication skills Ability to offer strategic advice and recommendations that drive results Strong organization skills to manage multiple projects, etc. Ability to manage time and deadlines, as well as the ability to adapt to the ever-changing priorities of the business Experience with call center CRM systems, call routing applications, etc. SKILL SUMMARY Customer Service & Admin Support Customer Support Phone Support Email Support

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