• Provide leadership, guidance, and support to a team of customer service representatives, and delivering superior customer services via emails, calls and live chat support.
• Observe team’s performance to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
• Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching.
• Delegate different customer support duties/tasks to team members ensuring a faster and smoother flow of operation through division of labor.
• Design and implement improved work procedures that will enhance the organization and departmental service delivery, operating SOPS.
• Resolve complex cases with coo-ordination with Compliance team to avoid negative feedback, claims and complains on Amazon and eBay stores.
• Supervise returns and process refund requests on e-commerce channels i.e. Amazon, eBay Argos, Wish and Walmart etc.
• Manage a detailed report on Warehouse, Factory errors & customer returns data.
• Assist management with hiring processes and new team member training.

Responsible for responding quickly to all customer requests and ensuring that all staff members make sound decisions based on customer satisfaction. Also in charge of assigning responsibilities, investigating and evaluating complaints and claims and occasionally acting as a manager on duty in the absence of other managerial staff.
Key Responsibilities;
1. To ensure all the calls are handled in a consistently polite, professional and efficient manner.
2. To have an understanding of the significance of customer service and adhere to high standards at all times.
3. Prioritize and process customer bookings and requests submitted by telephone, email, live chat or instant message
4. Leading my team members to attain the Goals set by the organization.
5. Live dispatching and future allocation of pre booked jobs according to the availability of the drivers.
6. To recognize the importance of flexibility regarding breaks, thus ensuring service levels are not affected at any time during the shift.
7. To take a pro-active approach towards suggesting improvements to working practices.
8. To produce weekly call reports for higher management.
9. Assist financial department with customer’s accounts, accounting enquiries or flagged accounting issues raised by the customer.
10. Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have Issues during the transit.