The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.
Job Description:
- Responsible for overseeing the daily operations of the ecommerce customer service team to ensure a high level of customer satisfaction and operational efficiency.
- Lead, mentor, and develop the ecommerce customer service team to deliver excellent customer support.
- Oversee customer inquiries, complaints, and escalations, ensuring timely and satisfactory resolution.
- Monitor service KPIs (response time, resolution time, customer satisfaction scores) and take corrective actions as needed.
- Collaborate with warehouse and logistics teams to ensure timely order fulfillment, delivery updates, and returns processing.
- Implement customer service strategies aligned with company goals and ecommerce best practices.
- Handle service-related reports and present performance metrics and insights to senior management.
- Manage and improve CRM systems and service platforms.
- Ensure service policies comply with company standards and local regulations.
Job Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in customer service, preferably in ecommerce or retail.
- At least 3 years in a leadership or supervisory role.
- Strong knowledge of ecommerce platforms.
- Excellent communication, interpersonal, and conflict resolution skills.
- Strong analytical and reporting abilities.
- Proficient in MS Office tools and customer service software.
