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India's first digital sleep startup

Customer Service Manager

₹7L – ₹12L
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We are a fast growing and profitable e-commerce startup. In a short span of 3 years, we have made a mark for our products and our customer centricity. Please take a look at our website, sundayrest.com for more details. The working environment is fast paced and fun. We have a good mix of fun and excitement that a startup environment brings (young crowd, weekly dinners/drinks, open plan seating, no scope for useless policies and informal work culture) and structure of a large company (health insurance for everyone, professional working environment, people friendly policies).

The selected candidate will play an invaluable role in growing the organisation, as someone who will be directly working with and supporting the founder.

The key role is to manage the team that interacts and services customers across various channels (voice, chat, social etc.,) across different life stages (pre-sales, purchase related, delivery, service, warranty etc.,)

People Management

* Leading and developing a team of associates; responsible for the overall direction, coordination and evaluation of the team.
* Identifying and eliminating barriers to accuracy, productivity, and quality.
* Carrying out supervisory responsibilities in accordance with best practices; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
* Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Basic Qualifications

* At least 4+ years relevant experience managing a team of customer service associates
* Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
* Strong oral (speaking, listening, interpretation) and written communication skills.
* (If required only) 24/7/365 availability, including a willingness to work on weekends, and outside of the "standard" workday.
* Able to work in an ambiguous, internet-speed environment.
* Absolute passion for ensuring a great customer experience with every contact.
* Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand
* Does not need structure, eager to carve own path
* General athlete, jack-of-all-trades, and strong business acumen 
* Hungry and humble, low ego and willing to do whatever it takes to succeed 

Other perks/benefits

* We offer generous health insurance to all employees
* Flat 50% of on all Sunday products. Applicable to family and friends!
* Fully stocked pantry
* Salary will be paid at the end of each month

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