ISSUE RESOLUTION MANAGER

Homzmart is an end to end community that connects home professionals with homeowners who can browse home designs, furniture, accessories and products and also can find reviews, referring professionals, take advice from professionals and read articles about home improvement.

As an Issue Resolution Team Leader in Customer Service, you will play a pivotal role in
ensuring exceptional customer experiences. You will oversee a team of customer
service representatives, providing guidance, support, and leadership to ensure timely
and effective resolution of customer inquiries and issues.
Responsibilities:

• Lead and manage a team of customer service representatives, ensuring they are well-trained and equipped to handle customer inquiries effectively.
• Proactively address customer concerns and complaints to ensure a positive customer experience.
• Oversee the resolution of complex customer issues that require escalation or in-depth investigation.
• Analyze customer feedback and satisfaction data to identify trends and implement necessary changes.
• Work closely with other departments (e.g., commercial, operations, finance, tech) to ensure timely and accurate resolution of customer problems.
•  Develop and implement processes and procedures to streamline the issue resolution process.
• Foster a positive and supportive team culture that promotes collaboration and teamwork.
• Identify training needs for team members and develop training programs to enhance their skills and knowledge.

• 2-3 years of experience in a complaint / Issue resolution team leader role in customer service preferably within e-commerce industry.
• Strong leadership skills and ability to motivate and inspire team members.
• Strong understanding in customer service best practices, and key performance indicators (KPIs) relevant to the online retail environment.
• Excellent communication, interpersonal, presentation, and problem-solving skills.
• Demonstrated ability to handle complex customer issues and resolve them effectively.
• Strong analytical and data-driven decision-making skills.
• Ability to work independently, manage multiple priorities, and meet deadlines ina fast-paced environment.

• Experience with multiple customer service software or CRM systems
• Basic knowledge of e-commerce platforms and processes is a plus.