Customer Service Manager

Job Description:


The Customer Service Manager will oversee the daily operations of our customer service team, ensuring that all customer interactions are handled efficiently, professionally, and empathetically. This role involves managing a team of customer service representatives, developing and implementing customer service policies, and working to enhance the overall customer experience.

Responsibilities:

Team Management:
Lead, motivate, and develop a team of customer service representatives.
Conduct regular training sessions and performance reviews to ensure high standards of service.
Implement performance metrics and KPIs to track team effectiveness and productivity.

Customer Interaction:
Oversee the handling of customer inquiries, complaints, and feedback through various channels including email, chat, and phone.
Ensure timely and accurate resolution of customer issues, aiming for first-contact resolution whenever possible.

Process Improvement:
Develop and refine customer service procedures and policies to enhance the efficiency and effectiveness of the team.
Identify and implement improvements to customer service workflows, systems, and tools.

Data Analysis & Reporting:
Monitor and analyze customer service metrics to identify trends and areas for improvement.
Prepare and present reports on customer service performance to senior management, including recommendations for improvements.

Customer Experience:
Work closely with other departments (e.g., sales, logistics, product) to ensure a seamless customer experience.
Implement strategies to enhance customer satisfaction and loyalty, including customer feedback programs and satisfaction surveys.

Crisis Management:
Handle escalated customer issues and complex inquiries with a focus on resolution and maintaining customer trust.
Develop and implement strategies for managing and mitigating customer service crises.

Technology & Tools:
Oversee the implementation and maintenance of customer service tools and technologies.
Stay updated on industry trends and new technologies to continually enhance the customer service experience.

Qualifications:

Experience with e-commerce platforms and tools (Shipstation, Amazon Seller Central, Shopify, SEOM).

Experience in handling high-volume customer interactions and managing service level agreements (SLAs)

Familiarity with customer service metrics and performance measurement.

Strong leadership and team management skills.

Excellent communication, problem-solving, and interpersonal skills.

Proficiency in customer service software and CRM systems (Edesk, Zingle, ManyChat)

Ability to analyze data and generate actionable insights.

Strong organizational and multitasking abilities.

Background in e-commerce platforms is a plus.

Please apply at the link below:
https://docs.google.com/forms/d/e/1FAIpQLSf5r3HxFuqAeECMcagDsmh74dAsbe0bjcLYhQUD93J8QMYlbA/viewform?usp=pp_url

Note: No need to apply OLJ