eCommerce Customer Service Manager

Job Title: eCommerce Customer Service Manager

• Department: Customer Service

Reports to: Director of Customer Service

• Job Type:

Full-timeWork Remotely YES

• Work Hours: PST

Rate: $7 per hour

• Apply here:

https://forms.gle/fRqB9NLA79RaAQtj7

• Company Overview:

Dedication Agents is seeking an experienced and motivated eCommerce Customer Service Manager. We need someone who can lead our customer service team, develop KPIs, conduct retraining meetings, and drive exceptional customer experiences. If you have a strong background in eCommerce, particularly in apparel and consumer goods, and experience with Shopify, we'd love to hear from you.

• Responsibilities:

Team Leadership: Manage and lead a team of customer service agents, ensuring high performance and motivation.

• KPI Development: Create, implement, and monitor key performance indicators to assess team performance.

Training & Development: Develop training programs and conduct regular retraining meetings to ensure continuous improvement.

• Customer Interaction: Oversee customer support operations across various channels, including email, chat, and SMS.

Order Management: Ensure efficient handling of customer orders, including placements, tracking, and issue resolution.

• Product Knowledge: Maintain and disseminate comprehensive product knowledge to the team.

Issue Resolution: Supervise the resolution of customer inquiries and issues, ensuring timely and satisfactory outcomes.

• Collaboration: Work with cross-functional teams to address escalated concerns and improve overall customer experience.

Process Improvement: Identify areas for process improvement and implement changes to enhance efficiency and customer satisfaction.

• Documentation: Oversee the creation and maintenance of knowledge base articles and other support resources.

• Requirements:

Experience: Proven experience as a Customer Service Manager or similar role, especially in eCommerce.

• Management Skills: Strong leadership skills with experience in training and developing teams.

KPI Expertise: Demonstrated experience in developing and monitoring KPIs.

• Platform Proficiency: Hands-on experience with Shopify and a thorough understanding of its features.

Communication Skills: Excellent verbal and written communication skills.

• Problem-Solving: Strong problem-solving skills with attention to detail.

Teamwork: Ability to work independently and collaboratively in a fast-paced environment.

• Technical Skills: Familiarity with e-commerce platforms and customer support tools.

• Preferred Qualifications:

eCommerce Experience: Previous experience in customer service within the apparel and consumer goods sectors.

• Shopify Expertise: Demonstrated proficiency in leveraging Shopify for customer support.

Tools Familiarity: Experience with GSuite, Slack, and other customer support tools.

• Customer Service Skills: Prior experience (at least 2 years preferred) handling email, chat, and SMS inbound tickets.

Gorgias Experience: Proficiency in using Gorgias for customer support.

• Adaptability: Ability to work with a range of macros while understanding when and how to tailor responses to individual customers.

• Apply here: https://forms.gle/fRqB9NLA79RaAQtj7

Job Type: Full-time

Pay: Php

• 75 per hour
  
  Expected hours: No less than 20 per week
  
  Schedule:
• Evening shift

Night shift
* On call