Role Description
Responsible for leading the customer support team, driving excellent customer service, monitoring performance, coaching team members, and ensuring they have the right tools and resources to succeed in a positive work environment.
Responsibilities
- Manage and lead a team of customer support representatives
- Ensure that the team provides exceptional customer service by monitoring calls, emails, and chat interactions and providing feedback and coaching to team members
- Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team
- Analyse customer feedback and identify areas for improvement in the customer support process
- Identify opportunities to improve customer experience and work with the team to implement solutions
- Motivate and encourage the team to achieve their targets and goals
- Ensure that the team is up to date with the latest product and service information
Requirements
- Minimum of 8 to 10 years of experience in a customer support or customer service role in eCommerce/retail Apparel Business Preferable or Any Fashion Products, with at least 5 years of experience in a leadership or supervisory role
- Excellent communication skills, both written and verbal
- Strong interpersonal skills
- Strong problem-solving skills and ability to make decisions under pressure
- Ability to work in a fast-paced environment and manage multiple tasks and priorities
- Experience with customer support software and tools
Ability to analyse data and make data-driven decisions
Skills: sla & productivity management,customer experience (cx) improvement,customer service operations (ecommerce),omnichannel customer support (email / chat / voice),apparel / fashion ecommerce domain experience,data analysis & reporting,process improvement & sop management,customer feedback & quality monitoring,crm / customer support tools,escalation & complaint management,team leadership & people management,coaching, feedback & performance management
