Customer Service Manager

Hi!

We are a thriving e-commerce business that has been serving the baby and family market for the last 10+ years.

We are looking for a Customer Service Manager who will be responsible for monitoring and supervising a team of representatives while working shoulder to shoulder with the entire team. The main objective of all our customer service reps is to convert potential customers into paying ones, and retain current customers and make them into ambassadors by providing excellent support.

We are known for the excellent customer service we provide since the day we started and our company is the benchmark in customer support for people in our industry. The customer service arm of our business is called Delight. The name of the department is the emotion that we aim to bring forth from the people we serve.

You will be responsible for providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum while working with them.

You'll be joining a completely remote team of super enthusiastic people from all around the world whose main purpose is to make the lives of our customers better.

Your main responsibilities will include:

- Managing and slowly growing the current team of 3 people who currently run our customer service department.

- Almost all our products solve a problem for the customer. You will have to familiarize yourself with the intricacies and use of all products to better serve our customers and then to train others in the team. If need be, we will even ship out products to you so you can first-hand touch and feel the products.

- Keeping a close eye on the efficiency with which customer requests are dealt with and making sure that we maintain our high NPS (Net Promoter Score).

- Be a conduit between the customers, warehouse, and the whole company in general.

- Customer Facing: Maintaining, organizing, and growing the FAQ base for all products that we sell so customers can easily access the information they need without having to escalate to reach a Delight rep.

- Internal: Maintaining, organizing, and growing our canned responses so future and current reps don’t have to do duplicate work when answering questions.

- Monitors or reviews emails or other correspondence between representatives and customers to ensure the quality of service and the tonality of our communication.

- Document internal processes so it's easier to onboard new members to our expanding team.

- Set a budget for your team and help keep everyone on a budget.

- Help identify new product opportunities by listening and documenting customer feedback.

- Help recruit new members to the team as and when required, be it for one-time jobs or long-term projects.

- Create reports that help us identify the health of your department and the value that the department is providing to the general growth of the business.

- Share wins that your department and its members are achieving with the rest of the team.

Who is our ideal candidate:

- You should be super organized.
- Your written and spoken English should be impeccable.
- Your writing style must be amicable, professional, and empathetic.
- You should have experience managing a small team and communicating with them especially when it comes to their performance and how it can be improved.
- Experience working with CRM software. We use ---------- currently to manage all our emails.
- Experience working with Shopify.
- Extensive knowledge of customer service procedures and principles.
- Attention to detail is paramount. We want to make sure that all customer questions are answered and if links and other documentation are needed by the customer that all of that is given to them in one shot to cut down on the back and forth. Here is our website: ---------- so you can send in a customized proposal. Read our reviews on the website and Google to know why we are so obsessed with customer service.
- Google Docs and Sheets are what the whole company runs on so you should be well-versed with that
- Your reply should start with "Serendipity" so I know you read the whole listing. Attention to detail matters to us a lot.
- You should know how to make things more efficient in the business. Cut out wastage and make the team as lean as possible.

How to apply?
- Create your profile in our job bank, see here: ----------
- Tell us how your presence in our company will enrich our customer’s life (also in the live form)
- Please do not send in a generic response as that will be the quickest way for me to dismiss your proposal
- Only those who submitted via our job bank will be processed to the next step

Thank you for reading so much and I hope to talk to you soon!!

God bless!!