E-Commerce Customer Service Manager

We are looking for an e-commerce customer service manager for our new e-commerce store we are planning to launch ---------- itial Duties:

- Establish company policies for email, chat, and phone call customer communication.
- Help set-up chatbot on LiveChat
- Build scripts for customer service representatives.
- Prepare day-to-day procedures
- Development of all processes and procedures related to customer service
- Train and develop a team of customer service representatives

Regular Duties:

- Manage a team of customer service representatives responding to web-based customer inquiries, via phone, chat, or email.
- Analyze service activity data and utilize findings to create resources for training and service improvements.
- Compile customer feedback and recommend changes to website, products, or services to technical and product teams.
- On-going training focused on the support of e-commerce customers.
- Review email, chat, and phone call communications ensuring that company policies and ideals are upheld.
- Handle escalated customer calls, emails, and chats as needed.
- Respond to customer questions and comments via phone, email, and live chat with speed and professionalism.
- Answer inbound telephone calls and provide excellent customer support.
- Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
- Follow up on all written correspondence and escalate to customer service manager on duty as necessary.
- Coordinate and follow up with other departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction.
- Navigate proficiently through multiple systems.
- Keep current and train customer service representatives with all new policies and procedures.
- Responsible for day to day administration of Live Chat tools
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Authorizing replacements or refunds.
- Taking on other tasks or projects to support employees, other managers, and operations.
- Proper grammar is to be used on the phone, email, and chat at all times.

Preferred Qualifications:

- 3+ years customer service management experience
- Type 60+ words per minute
- Fluent English speaking and writing.
- Advanced English grammar.
- LiveChat experience