Customer Service Representative, subject matter expert, team leadersLumina Datamatics Corporation

Join Our Growing Team!
Are you ready to be part of a dynamic and expanding Customer Service Centre? We're looking for talented individuals like you to join us as we continue to elevate our customer experience!
 
Customer Service Representative (27 headcount)
Responsibilities:
Addressing Inbound and/or outbound customer queries
Connect and resolve issues with customers using written and/or verbal communication
Recognize, apply and explain your product or service knowledge to resolve customer queries
Qualifications:
Must have a Bachelor's degree
0-2 years of experience in retail e-commerce
Excellent verbal and written communication skills in English
Proficient in Microsoft Office, Google Workspace, and call center software
Strong multitasking, problem-solving, and attention to detail
Friendly phone presence with a customer-focused and adaptable approach
 
 
Subject Matter Expert (2 headcount)
Responsibilities:
Handling of escalated Inbound/outbound customer calls/chats/emails
Create/Modify call scripting
Create/Modify/Updates Knowledge base
Responsible for time management, adherence to schedule and attendance of self and team member
Follows all regulatory policies, procedures, privacy, and security standards in accordance with company policies
Qualifications:
Must have a bachelor's degree
2-4 years of experience in retail e-commerce
Excellent communication skills in English
Proficient in Microsoft Office, Google Workspace, and call center software
Team management experience and adaptability in fast-changing environments
Strong attention to detail, problem-solving, and multitasking skills
 
Team Leaders (2 headcount)
Responsibilities:
Lead and manage a team of Customer Support Specialists to ensure high performance and customer satisfaction
Conduct training for new hires and provide ongoing development for team members
Monitor team performance against KPIs and SLAs, offering feedback and coaching
Ensure quality assurance by overseeing customer interactions and adherence to guidelines
Handle escalated customer issues, generate performance reports, and manage team schedules for 24/7 coverage
Qualifications:
3-5 years of customer service experience, including 2 years in a leadership role, preferably in eCommerce
Strong leadership and people management skills; proficient in Zendesk and CRM software
Exceptional verbal and written communication skills in English Proactive and results-oriented, with a high degree of initiative Strong computer skills and proficiency in navigating multiple platforms
Flexible and adaptable to changing priorities
Attention to detail and commitment to accuracy
Experience managing multiple tasks across various channels Skilled in problem-solving and conflict resolution
Customer-focused with flexible availability for rotating schedules
Interested applicants are invited to send their CVs to [Protected Info]