Customer Care Lead

Bangalore, IN

Job Description / Skills Required

Livspace provides online home interior design and renovation “end to end” solutions for customers in India. We are currently operating in multiple cities, with aggressive plans to expand our presence across the country. As the interiors industry is pretty fragmented, utilizing our expertise to ensure a good customer experience is our core focus.

 

Our vision is to be a one stop destination for all interior solutions. With the above context, we are in the process of building an e-commerce store for all customer needs. 

 

The role of a Customer care lead  will be to ensure a good customer experience (CSAT of 4.5+/5), while guiding and monitoring the customer care team performance in attending to customer queries (via email, calls, social media or any other medium) and providing resolution by internally coordinating with the respective store team members.

 

Expectations from the role

 

  1. Ensuring that customer care metrics are all at an acceptable level (>99.9% queries reverted and closed within the defined TAT) for an e commerce business

  2. Managing customer escalations and resolving them by coordinating with relevant stakeholders

  3. Defining the templates for answering the customer queries (via emails, sms, whatsapp chat, calls) and training the Quality assurance executives (care associates) towards following the same

  4. Defining the task lists for the QAEs and implementing shift rosters (as needed)

  5. Motivating and mentoring the team of QAEs with a goal of employee retention and career growth

  6. Sharing feedback to the store operations team on repetitive issues highlighted by the customers

  7. Getting proactive feedback on store performance from the customers, during the calls

  8. Developing a training module for onboarding of QAEs  and better understanding/performance (ongoing)

  9. Ownership of front end customer experience for the e commerce business 

 

An ideal candidate will be: 

 

  1. Eager to learn and grow, displaying high levels of ownership and drive to perform.

  2. Good verbal and written communication.

  3. Proactive in approach, organised, aggressive in action and results oriented.

  4. A team player with high patience and a high level of integrity.

  5. Willing to get their hands dirty to get the task done.

  6. A degree/diploma holder. 

  7. Assertive with a high level of maturity.

  8. Logical decision taker with bias for action.

  9. Comfortable with remote working, with access to the internet. Should be independent in working with minimum supervision.

  10. Prior experience in managing customer care is mandatory. Industry not a bar.

 

Proposed Experience: 5-8  years