Position Overview:
An online urban apparel clothing company in the US is looking for an E-Commerce Customer Service Lead. As the E-Commerce Customer Service Lead, you will play a crucial role in ensuring the highest level of customer satisfaction and loyalty. You will lead a team of customer service representatives, setting the standard for excellence in customer interactions and problem resolution. The ideal candidate will have a deep understanding of e-commerce operations, strong leadership skills, and a passion for delivering outstanding customer service.
Key Responsibilities:
Team Leadership:
• Supervise and lead a team of customer service representatives.
• Provide guidance, support, and mentorship to team members to enhance their skills and performance.
• Foster a positive and collaborative team environment.
Customer Interaction:
• Respond to escalated customer inquiries and issues, ensuring timely and effective resolution.
• Monitor and analyze customer service metrics to identify areas for improvement and implement strategies for enhancement.
• Handle calls, chats and email interactions with customers
Process Improvement:
• Continuously evaluate and enhance customer service processes to streamline operations and improve efficiency.
• Collaborate with cross-functional teams to implement improvements in product information, website usability, and customer communication.
Training and Development:
• Develop and deliver training programs for customer service representatives.
• Stay updated on product knowledge, policies, and industry trends to ensure the team is well-informed and capable of providing accurate information to customers.
Quality Assurance:
• Implement and maintain quality assurance standards for customer interactions.
• Conduct regular audits to ensure adherence to established service standards.
Customer Feedback:
• Gather and analyze customer feedback to identify trends and areas for improvement.
• Implement strategies to enhance overall customer satisfaction and loyalty.
Qualifications:
• Bachelor’s degree in Business, Marketing, or a related field.
• Proven experience in e-commerce customer service with a minimum of 5 years in a leadership role.
• Strong communication, interpersonal, and problem-solving skills.
• In-depth knowledge of e-commerce operations and customer service best practices.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Proficiency in customer service software and systems.
Please send your resume to
APPLY FOR THIS JOB:
Company: Humano
Name: Lance
Email: