Are you passionate about delivering outstanding customer experiences? Do you have the skills to lead a dedicated team in an online shopping environment?
Job Overview: The Customer Service Manager ensures an exceptional shopping experience for our online customers. As a working manager, you will lead a dedicated team, address customer needs, resolve inquiries quickly, and foster strong relationships. You'll implement strategies to enhance the customer journey, build brand loyalty, and collaborate with various departments. Additionally, you will oversee team growth, training, and continuous improvements to maintain high customer satisfaction.
Key Responsibilities:
Customer Engagement:
Guide the team in accurately responding to customer inquiries.
Equip and mentor the team to swiftly resolve customer challenges.
Foster an environment prioritizing exceptional service and expertise.
Tackle intricate customer challenges with poise and expertise.
Operational Performance:
Maximize customer operational performance with help desk resources and technical advice.
Implement productivity, quality, and customer-service standards.
Audit procedures, analyze trends, and decide on system improvements.
Adjust strategies to combat evolving fraudulent methods.
Team Management:
Retain, train, and coach the customer service staff.
Clearly communicate job expectations.
Conduct regular performance reviews.
Enforce company policies and procedures.
Quality Assurance:
Enhance service quality through work reviews and feedback.
Ensure clarity in email communications and prevent misunderstandings.
Train team members on best email practices.
Redesign processes to improve service delivery.
Monitor service metrics and analyze results for continuous improvement.
Strategic Contribution:
Qualifications:
At least 3 years of proven experience in a managerial role within customer service.
Consistent dedication to delivering customer-centric service.
Strong problem-solving skills and effective communication, both verbal and written.
Ability to analyze data, identify trends, and drive quality improvement initiatives.
Proficiency with leading customer service tools and platforms, including online ticketing systems.
Strong leadership skills, with the ability to motivate and develop teams.
Expertise in overseeing and executing projects from start to finish, with a focus on optimizing customer service processes.
Consistently exudes an exceptional upbeat and positive attitude every day.