Westbury Kommerce
Website:
westburykommerce.com
Job details:
About Company:
Westbury Kommerce (Westbury Holdings Pvt Ltd) was set up as an Online Retail Business and Solution provider for Brands, with an end-to-end integrated business solution for B2C eCommerce & Omnichannel. We provide seamless integration of technology, sales, merchandise, operations, and supply chain management to enable brands to manage their eCommerce business – including the brand’s own websites, Omni Channel solutions, retail store integration, and marketplace integration. Website – www.westburykommerce.com
Position Title: Team Leader, Customer Support (Multi-Site)
Reports to: Customer Service Manager
Location: Bangalore
Team: 30 in-house Customer Service Associates
Channels: Voice, Email, Chat, WhatsApp, Social Media
Experience: 8+ years in CS, including 3+ years as Team Leader
Responsibilities:
Daily Operations:
- Own rosters, shift planning and attendance for the in-house team.
- Monitor queues, backlogs and SLAs across all channels in real time.
- Balance volume and staffing; plan for sale and festive peaks.
Customer First:
- Put the customer at the centre of every decision, process and policy.
- Empower associates to resolve issues on the first contact with clear ownership and judgement.
- Represent the voice of the customer to internal teams to fix recurring pain points.
Customer Satisfaction:
- Drive CSAT and NPS improvement across both sites against monthly targets.
- Review customer feedback and survey verbatims daily; close the loop with detractors.
- Ensure a consistent, premium brand experience on every channel and touchpoint.
Partner Coordination:
- Act as the brand's day-to-day point of contact for the partner TL.
- Enforce common SOPs, policies and response templates.
- Track partner SLAs, join daily calls and monthly reviews.
Escalation Management:
- Own the escalation matrix and handoffs between sites and internal teams.
- Personally handle critical cases: social media, consumer forum/legal and management-desk escalations.
- Close escalations within TAT and fix root causes of repeats.
People & Quality:
- Lead, coach and review the in-house team, drive engagement and control attrition.
- Run audits and calibrations across both sites with the Quality team.
- Act on CSAT/NPS detractors and recurring complaints.
Reporting & Cross-Functional:
- Publish consolidated daily, weekly and monthly MIS for both sites.
- Resolve issues with Logistics, Warehouse, Returns, Finance and Tech; follow up couriers on NDR/RTO.
- Improve SOPs and drive contact-reduction initiatives.
Success Measures:
Measured across both sites on SLA adherence, FRT, AHT, FCR, CSAT/NPS, escalation closure TAT, quality scores, backlog ageing, and in-house attendance and attrition.
Job Requirements:
- 8+ years in customer service, including 3+ years as a TL managing 20+ associates.
- Prior experience in E-commerce, D2C, or Fashion Retail is mandatory and preferred.
- Hands-on experience working with an outsourced BPO partner.
- Strong grip on CS metrics and helpdesk tools (Freshdesk, Zendesk, Kapture or similar).
- Clear understanding of the order lifecycle: shipping, NDR, RTO, returns and refunds.
- Advanced Excel / Google Sheets for MIS.
- Excellent English and Hindi; graduate in any discipline.
- Calm under pressure; able to influence a partner team without direct authority.
Soft Skills:
- Excellent verbal and written communication with customers, partners and stakeholders.
- Empathy and active listening when handling distressed or irate customers.
- Strong ownership, accountability and a solution-oriented mindset.
- Leadership and coaching ability to motivate and develop a team.
- Sound judgement, decision making and conflict resolution.
- Collaboration and stakeholder management across functions and sites.
- Adaptability and composure in a fast-paced, high-volume environment.
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