Duties & Responsibilities:
Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction and loyalty.
Build and manage a high-performing customer service team, including recruitment, training, coaching, and performance evaluation.
Foster a customer-centric culture within the organization, emphasizing the importance of customer service excellence.
Set performance goals and KPIs for the customer service team and monitor progress regularly to ensure targets are met or exceeded.
Collaborate with cross-functional teams, such as operations, logistics, and marketing, to identify customer service improvement opportunities and implement effective solutions. Implement and maintain customer service tools, technologies, and systems to streamline processes and improve response times.
Monitor customer service metrics and generate reports to identify trends, areas for improvement, and opportunities for operational efficiency.
Handle escalated customer complaints or complex issues and ensure prompt and satisfactory resolutions.
Stay up to date with industry trends, customer preferences, and emerging technologies to proactively identify innovative ways to enhance the customer experience.
Conduct regular training sessions for the customer service team to improve product knowledge, communication skills, and problem-solving abilities.
Qualifications:
Education: Diploma, degree or higher.
Experience: Proven track record in a senior customer service leadership role within the e-commerce or retail industry.
Strategic Implementation: Demonstrated success in creating and implementing effective customer service strategies that improve customer satisfaction.
Leadership: Strong leadership skills with the ability to inspire, motivate, and mentor a diverse team. Analytical Skills: Ability to leverage data and key metrics to drive performance improvements and ensure continuous progress.
Problem-Solving: Proactive problem-solving capabilities with a diplomatic and empathetic approach to handling complex customer issues.
Technical Expertise: Familiarity with customer service technologies, including CRM systems, live chat platforms, and social media management tools.
Communication: Excellent communication and interpersonal skills to collaborate effectively with stakeholders at all levels.
Organization: Exceptional organizational and time management skills to prioritize tasks and achieve targets.
Process Optimization: Experience in analyzing and improving customer service processes for greater efficiency and satisfaction.
Metrics Monitoring: Expertise in tracking key performance indicators (KPIs), such as response times and customer satisfaction scores.