Job Description

Job Category: KMBL
Degree Level: Bachelor's Degree
:
CEC Team Coach - Inbound (Retail Liabilities)
Department Customer Experience Center
Location Thane/Noida/Bangalore
Reporting Relationship CEC Team Manager - Inbound
Position Grade Team Coach
Job Role

• Responsible for managing a team of officers handling inbound calls in Retail Liabilities
• Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks
• Manage Floor to monitor discipline on floor, resolve officer's queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.
• Manage escalated customer calls (complaints) with end-to-end resolution

• Graduate
• Minimum 1 to 2 years of experience in customer service role on inbound calls.
• Excellent communication skills - Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• Flexible to get scattered 8 Week Offs in a month with 9hours 30 minutes shift
• Good listening skills and strong communication abilities.
• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers.