Customer Service Manager

Job Overview: The Customer Service Manager is the cornerstone of our ecommerce platform, ensuring an unparalleled shopping experience for our online customers. Tasked with understanding and addressing the diverse needs of our users, this role leads a dedicated team focused on swiftly resolving inquiries and fostering strong customer relationships. Drawing from feedback and industry insights, you will implement strategies to enhance the customer journey and solidify brand loyalty. Your collaboration with various departments and use of advanced Customer Service technologies will be pivotal in shaping our brand's digital reputation. Beyond this, you'll be responsible for team growth, training, and driving continuous improvements to maintain the highest levels of customer satisfaction.

Key Responsibilities:

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  Customer Engagement:
  • Guide the team in responding to customer inquiries with accuracy and diligence.
  • Equip and mentor the team to tackle customer challenges swiftly, ensuring they have access to the best solutions.
  • Foster an environment that prioritizes exceptional service, and support the team in addressing customer queries with expertise and efficiency.

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  Operational Performance:
  • Maximize customer operational performance by supplying help desk resources and offering technical advice.
  • Implement production, productivity, quality, and meet our strict customer-service standards.
  • Audit Customer Service procedures, analyze trends, and decide on system improvements.
  • Adjust strategies to combat ever-changing fraudulent methods.

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  Team Management:
  • Retain, train, and coach the Customer Service staff.
  • Communicate job expectations clearly to all team members.
  • Conduct regular reviews to ensure high performance.
  • Enforce company policies and procedures among the Customer Service team.

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  Quality Assurance:
  • Improve Customer Service quality outcomes by reviewing work and providing feedback.
  • Draft, review, and revise email communications to ensure clarity and prevent misunderstandings.
  • Train team members on best practices for email communication.
  • Evaluate and redesign processes to enhance service delivery.
  • Establish, communicate, and monitor service metrics, analyzing results for continuous improvement.

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  Strategic Contribution:
  • Contribute valuable Customer Service insights and recommendations to the organization's strategic plans and reviews.
  • Keep up-to-date with industry trends and best practices by participating in educational opportunities, and engaging with professional organizations.

Qualifications:

• Demonstrated history in a managerial role within Customer Service.
• Demonstrated Customer Obsession - Proven Consistent Delivery of Customer Obsessed Service
• Proficient in resolving challenges and conveying verbal and written information effectively.
• Ability to analyze data, understand trends, and drive quality improvement initiatives.
• Familiarity with the latest Customer Service tools and platforms such as help desk and AI technology.
• Strong leadership skills and the ability to motivate and develop a team.
• Proven expertise in overseeing and executing projects to completion.