Manager Customer Services

About OJ Commerce:

OJ Commerce (OJC), a rapidly expanding and profitable online retailer, is headquartered in Florida, USA, with a fully functional office in Chennai, India. We deliver exceptional value to our customers by harnessing cutting-edge technology, fostering innovation, and establishing strategic brand partnerships to enable a seamless, enjoyable shopping experience featuring high-quality products at unbeatable prices. Our advanced, data-driven system streamlines operations with minimal human intervention.

Our extensive product portfolio encompasses over a million SKUs and more than 2,500 brands across eight primary categories. With a robust presence on major platforms such as Amazon, Walmart, Wayfair, Home Depot, and eBay, we directly serve consumers in the United States.

As we continue to forge new partner relationships, our flagship website, www.ojcommerce.com, has rapidly emerged as a top-performing e-commerce channel, catering to millions of customers annually.

Responsibilities:

1. Improve customer service experience, create engaged customers and facilitate organic growth.
2. Design and implement strategies to improve our brand affinity
3. Identify and drive efficiency in the process through automation
4. Manage team of Customer service agents who are mostly working from remote. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
5. Take ownership of customers issues and follow problems through to resolution
6. Develop service procedures, policies and standards
7. Keep ahead of industrys developments and apply best practices to areas of improvement
8. Analyze all customer service metrics and how the support teams performance affect those KPIs
9. Help agents improve their performance with specific instructions and constant support relating to KPI and Quality
10. Adhere to and manage the approved budget

Skills:

1. Proven working experience as a Customer Service Manager with ability to put customer requirement as first
2. Be a champion of change using tech
3. Strategic thinker combined with hands on execution skills
4. Prior Experience in leading automation initiatives
5. Proficiency in English (both Verbal & Written)
6. Working knowledge of customer service software, databases and tools
7. Advanced troubleshooting and multi-tasking skills

Working Model:

1. This role follows a hybrid work arrangement, requiring attendance at the office twice weekly for 3-4 hours during core collaboration hours (3:00 PM to 7:00 PM IST).
2. The role supports US-based stakeholders and operates in US shifts ( Eastern Time).

What we Offer

1. Competitive salary
2. Medical Benefits/Accident Cover
3. Fast paced start up