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Head of Online Sales and Customer Service

Chennai, TN
Job Code:
  • Retail & Wholesale
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Job Details

Roles and ResponsibilityHead of Online Sales and Customer ServiceThe person will have full responsibility for the online sales and customer service teams. This includes all channels - inbound, outbound, chat and email.Will handle a team of approximately 30 agents and growing. Responsible for hiring, training and performance of this team.The key business metrics will be online revenue and conversion, TAH leads and appointments and customer satisfaction scores.Will need to set up a robust relationship management program to drive more customer loyalty and repeat business.Will report to the head of the online business and be based in Chennai.Preferably from a high involvement ecommerce category, premium credit card or other financial product or service company or BPO's involved in selling high value products.Prefer someone who has atleast two years of experience in managing an online sales and service team.Other customer facing experience in any consumer industry will be given significant weightage.Total experience of around 6-10 years. MBA's will be preferred.Should have had some experience in setting up processes, incentive structures and MIS' for performance measures.Need a highly driven, passionate individual who wants to take up the challenge of creating a Zappos like customer experienceNeed an intelligent, data focussed individual who can work with other teams to achieve business goals. Like working with the marketing team to generate more chats.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 6-10


Any Process - Both BPO Type | Shift Supervision | Voice Process - Both BPO Type
Applying for this job will take you to an external site


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