Job Description
  • India

  • Full Time

  • Platform Support

*** This role will be working in Night Shift ***

Location: Pune, India

Language: English

At Anchanto we are passionate about our Customers.  Anchantors live and breathe this every day through our world class products and our incredible Customer Care teams.  We are in an incredible hyper-growth phase and are looking for amazing people to join the team.

Our Customer Care Team Leaders love helping our customers and providing leadership to our world class Customer Care Specialists.  As a Leader you will take responsibility for your team's delivery of service standards and individual KPI's. You will develop and implement plans to ensure that a high quality, consistent standard of Customer Service is delivered in line with business objectives, budgets and KPIs - including assessment of contact activity, coaching reviews and feedback, daily workload planning and adjustments.  

You will have the ability to motivate and inspire your team to meet both the business and their personal objectives, ensuring the effective performance management of your team through rigorous coaching, feedback and support. In the role you will train, coach and develop team members on operational processes to maximize performance and potential.

This is an opportunity for you to do the best work of your life!

Some of the responsibilities and activities in your role:

  • The successful candidate will need to be able to demonstrate the ability to quickly implement tactical plans, to deliver strategic objectives. You will have excellent communication and influencing skills and be able to effectively manage a variety of stakeholders.
  • Being a focal point for team enquires, identifying and fulfilling training requirements, team morale, absence management, team performance and conducting appraisals.
  • Serve as the first line of defence for escalations for the broader Customer Care Team.
  • You will also be required to manage a small portfolio of escalated cases – leading by example wherever necessary.
  • Provide day-to-day support, subject matter expertise, and real-time coaching for Customer Care Specialists, motivating and supporting the team to resolve customer concerns.
  • Stay present and available for the broader Customer Care Team, including monitoring communications, answering questions, and providing real-time feedback via Slack and other channels.
  • Oversee the team to drive productivity through contact prioritization via queue management and adherence monitoring
  • Provide interval updates to the team, sharing hourly progress versus SLA targets.
  • Approve service recovery requests and produce promo codes
  • Stay up to date about the knowledge of Anchanto Products and Services, policy details and updates by reviewing the Anchanto University knowledge base, as well as training updates, and daily huddle announcements.
  • Work closely with the Head of Customer Care to support our coaching processes.
  • As time permits, support answering email and other contacts; support ad hoc projects, such as Training and Quality Assurance support
  • In partnership with your Customer Service Team Supervisor, responsible for Quality Assurance, CSAT, NPS, and Productivity for your team.
  • Promote a positive and friendly environment supporting good morale and cooperation
  • Be the voice of the customer internally – sharing process improvements and new product opportunities.

The type of person we need to join our team:

  • A passion for driving customer experience with creativity, empathy, and pragmatism.
  • Self-motivated, collaborative, and flexible to exceed in a high-growth and dynamic environment.
  • Strong blend of technical acumen and business knowledge.
  • Strong communication and relationship management skills, leading with empathy.
  • You will have a track record of improving processes and be able to coach the team into delivering better results and create opportunities for them to progress.
  • You will be a focused individual with previous people management and contact centre experience and ideally knowledge of our operational contact handling processes.
  • You will have excellent leadership skills, strong commercial acumen and great organisational and motivational skills. You will play a valuable role in helping us achieve our business targets and ensuring the highest standards of customer service.
  • Previous experience of managing a team including the capability to plan and control activity and performance in relation to productivity, quality and other key requirements.
  • Able to organise and manage personal and team workload to meet stretching targets and deadlines.
  • Able to demonstrate effective written and verbal communication skills in a variety of scenarios e.g. 1:1, and 1:many (team and business meetings).
  • Able to demonstrate numeracy and the ability to effectively use Microsoft Office, FreshDesk, and G-Mail.
  • Able to analyse data, problem solve and make decisions confidently.
  • Demonstrates a high level of detail in relation to producing or reviewing written / numerical information and effective task completion.
  • Able to evidence establishing effective working relationships at different levels.
  • Demonstrates the ability to work as part of a management team.
  • Demonstrates ability to manage regular change.
  • Excellent time management.
  • SaaS product experience and an understanding of technical acumen an advantage.
  • Fluent in English

Who is Anchanto:

We are a Global B2B cloud company that enables enterprises and partners to grow and manage their end-to-end Commerce and Logistics operations through its world class Cloud and AI products and services. 

With more than 7,000 customers, leading global brands, large retailers, and postal operators leverage Anchanto to process more than a billion dollars of revenue each year. Our powerful, scalable products deliver rapid innovation integrated to over 135 different commerce and carrier platforms across the world.

Apply for this Job