About the role: 

Manage 3P. Cancellation reduction. SLA for inbound. Outbound calling for survey and probing NPS.

What you’ll do: 

  • Manage 3P team for customer service activities 
  • Inbound via ticketing tool, calls, whatsapp
  • Cancellation probing / outbound calling 
  • Communication with store on activities like delay in delivery
  • Develop dashboards to represent data received
  • Ensure that customer issues are resolved as per SLA giving GoToko customers a world class experience
  • Supervise day-to-day operations in the customer service department
  • Taking ownership of customer issues and following problems through to resolution
  • Keeping a record of customer interaction and voice of customers, including root cause and details of action taken
  • Delivering all reports, analysis and insight about customer service to management
  • Onboard and train new customer service agents
  • Decrease cancellation rate through actionables based on customer’s feedback and needs

What criteria you’ll need to fulfill:

  • 3-5 years in Customer service (call center operations) 
  • Managing teams 
  • Experience working on a ticketing tool
  • Demonstrate initiative, adaptability, and problem-solving skills in a changing and dynamic environment
  • Proficiency in Google suites and customer service software
  • Proficiency in English (both written and spoken)
  • Highly analytical and obsessed with customer experience

What skills you’ll need:

  • Good presentation and communication skills
  • Relationship Management
  • Good understanding of management practices and techniques
  • Excellent interpersonal skills

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