Customer Service Team Lead

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Company Name: Shipyaari

URL: https://www.shipyaari.com/

About Shipyaari: Shipyaari, a tech-based, fully-integrated logistics company, in its 10th year is at the cusp of transmuting itself and revolutionising the Indian logistics industry simultaneously

Headcount of the company: 200+ employees

Inception: 2013

Working Days: 5 days working (alternate saturdays off)

Job Location:

Aurangabad | Shipyaari - Office no 213, 2nd floor, Eldora Building, plot P-79, Golden City Centre, besides Prozon Mall, Chikalthana, Aurangabad 431006

Job Summary: To take care of the Customer Service Team and delivering the quality service to all our sellers and customers.

Key Responsibilities and Accountabilities:

Improve Customer Service experience, create engaged customers and facilitate organic growth

Take ownership of customers issues and follow problems through to resolution

Set a clear mission and deploy strategies focused towards that mission

Develop service procedures, policies and standards

Keep accurate records and document Customer Service actions and discussions

Analyse statistics and compile accurate reports

Recruit, mentor and develop Customer Service agents and nurture an environment where they can excel through

encouragement and empowerment

Keep ahead of industrys developments and apply best practices to areas of improvement

Control resources and utilize assets to achieve qualitative and quantitative targets

Maintain an orderly workflow according to priorities

Experience in providing Customer Service support

Excellent knowledge of management methods and techniques

Proficiency in English (both verbal and written)

Working knowledge of Customer Service software, databases and tools

Awareness of industrys latest technology trends and applications

Ability to think strategically and to lead

Strong client-facing and communication skills

Advanced troubleshooting and multi-tasking skills

Customer service orientation

Proficiency in MS Excel

Quality assessment of team (calls and e mails)

Key Requirements:

- Medium level Excel knowledge

- Good verbal as well as written English

- Background of Customer Service or customer care preferred

- Background of logistics preferred

- At least 1 2 years of experience as TL

Qualifications:

- Graduate from any stream