Job Description:

  • Monitor and improve the performance of a team of Seller Experience agents in terms of productivity, process adherence, and customer satisfaction
  • Provide support to drive process improvement and implement new initiatives
  • Conduct individual coaching and feedback sessions and periodic one-on-ones that focus on improving seller satisfaction, employee communication, and technical skills
  • Keep a check on attrition and absenteeism
  • Cascade new information, updates, and conduct team huddles
  • Follow up and resolve escalated concerns to other groups/departments
  • Handle seller complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution

 

Requirements:

  • Bachelor’s Degree or higher in related fields
  • At least 2 years of relevant experience in leading a customer support or similar team 
  • Proficient with spreadsheets (Excel, Google Sheets) and presentations (PowerPoint, Google Slides)
  • Strong comprehension, willingness to learn, adaptability and is flexible to the pace of the industry
  • Excellent communication skills with the ability to present solutions to multiple audiences and navigate various levels of stakeholders
  • Strong team player and a capable individual contributor
  • Structured and organized
  • Flexible to work outside of office hours, as well as to work overtime whenever needed
  • Experience with Salesforce.com or other CRM systems is preferred

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