Head Of Customer Support

Description:

KUZ TECH (SMC) PVT LTD is seeking an experienced and dynamic Customer Support Head to lead its customer service operations dedicated to Australian clients for its sister company Phonebot. Phonebot is a leading refurbished tech company based in Melbourne, Australia, with a strong market presence in Dubai and Australia, specializing in mobile phones and gadgets with a global customer base.

The role involves managing and enhancing the customer support department, driving operational excellence, and ensuring superior customer satisfaction while coordinating with various teams to handle escalations, disputes, and strategic initiatives.

Key Responsibilities:

• Lead the customer service team with a focus on operational efficiency and customer satisfaction.

• Manage escalated communications with third parties including PayPal, banks, service providers, and legal bodies.

• Oversee daily operations across multiple channels such as chat (Facebook, WhatsApp, website chat), phone calls, email communications, Facebook Marketplace IDs, and Microsoft Teams.

• Handle escalated customer cases, returns, and order amendments.

• Coordinate between developers, payment systems, customer support teams, and finance for effective dispute resolution.

• Monitor and manage online reviews on platforms including Google, Product Review, IO Review, and Trustpilot.

• Extract, analyze, and report on missing/unsuccessful and refunded orders.

• Generate and evaluate campaign data for analysis and reporting.

• Oversee the "iPhones into Cash" project including order flow, shipping, and team coordination.

• Evaluate and recommend new tools and technologies for the customer support function.

• Manage ad hoc support requirements such as coordinating with talent agencies, exhibition partners (e.g., Gitex, Mobile Disrupt), and providing executive-level intervention for high-priority issues.

• Ensure global order alignment and timely issue resolution.

Timings & Working Days:

• Timings: 4:00 AM to 1:00 PM (must be flexible for any future changes).

• Working Days: Monday to Saturday (half-day on Saturday).

Requirements:

• 5–6 years of experience in customer service with at least 3–4 years in a supervisory or leadership position.

• Strong understanding of e-commerce processes including returns, reviews, and escalations.

• Excellent communication and conflict resolution skills.

• Proficiency in CRM tools and spreadsheet management.

• Strong analytical skills and attention to detail.

Perks and Benefits:

• Competitive salary package.

• Paid leaves.

• Performance-based bonuses.

• Health insurance coverage.

• Overtime pay for gazetted holidays.

• Opportunity to work with a fast-growing international e-commerce company.

• Exposure to global events and leading industry practices.