LOOKING FOR AN EXPERIENCED CUSTOMER SERVICE SUPERVISOR

We are looking for an experienced Customer Service Supervisor to provide excellent customer service for our Ecommerce store and promote this idea within the CS department. The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention, and to meet their expectations by offering excellent service.

Responsibilities
• Improve customer service experience, create engaged customers and facilitate growth
• Develop and assure the application of service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions for team meetings
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Follow problems through to resolution by monitoring and supervising day to day operations to ensure that every customer inquiry receives a knowledgeable, friendly, swift and effective response from every contact point (phones, email, chat and social.
• Creating email template samples for CS representatives
• Maintain close contact with suppliers to update procedures and specifications and assure day to day application of policies
• Manage staff schedule
• Regularly produce customer metrics and reporting based on operational performance
• Contributing to customer service information and recommendations and improve customer service quality results by studying, evaluating, and re-designing processes, and implement change


Requirements / Qualifications

5 years experience minimum dealing with USA
• Minimum 1-2 years Proven working experience as a customer service supervisor and team leader. Experience working with an Ecommerce company.
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Excellent in English; written ,verbal communication and interpersonal skills.
• Achieves respectful, calm and efficient problem resolution
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically, to lead and advanced multi-tasking skills
• Strong leadership skills
• Eager to help others
• Be a team player
• Available to travel around the globe
• Ability to work variable hours with varying schedules including certain early/long days, weekends and holidays.

We are a dynamic company growing at a fast pace. If you love challenge, growth, learning by success and failure, succeeding and advancing, this is definitely the job for you!