• Answer and resolve escalated support requests from your sub-ordinates on complex customer cases or situations where your sub-ordinates require your assistance in resolving them in an efficient and timely manner via phone, email and/or chat. Lead and guide your sub-ordinates on how to handle complex situations and mentor them constantly so they can work efficiently to ensure our Ebay and Amazon accounts stay top rated with the best customer support we provide to our customers.
• Prioritize and manage internal and external requests and be able to delicate appropriate tasks to your team members and not only delicate the task but to lead them efficiently, follow up with them and ensure that the tasks are completed as per expectation.
• Maintain an superior level of level of communication with clients on status updates, time to resolution and proposed solutions and this happens round the clock with no compromise.
• Continuously exceed customer expectations without any compromise
• Open/close tickets for sub-ordinates and take important ones for yourself as needed and ensure every customer is taken care of within a short time and issue is resolved round the clock.
• Build up your knowledge on our products that we sell and be able to guide the team members about ins and outs of various products we sell and be able to explain our products in detail while asking appropriate questions and gathering information to determine the customer's needs.
• Follow up to ensure that appropriate actions were taken on customers' requests and be able to keep a bird eye view on the whole department and the team.
• Handle the annoyed customer and resolve their grievances politely without getting any matter escalated further to the marketplace.
• Will assist to supervisor / manager / director.
• Must have good ENGLISH accent.