Customer Support Manager

Key Responsibilities

1. Customer Support Strategy

• Design and implement a comprehensive customer service strategy for the e-commerce division.
• Develop policies, procedures, and standards to ensure high-quality support.
• Utilize analytics to monitor customer satisfaction, response times, and resolution rates.

2. Team Leadership

• Build, train, and lead a team of customer support executives.
• Set performance metrics and conduct regular evaluations to maintain service excellence.
• Foster a culture of empathy, problem-solving, and continuous improvement.

3. Customer Query Management

• Oversee the resolution of customer queries across channels such as email, chat, social media, and phone.
• Ensure timely and satisfactory resolutions for issues related to orders, deliveries, returns, refunds, and exchanges.
• Handle escalations and complex customer complaints with professionalism.

4. Cross-Functional Collaboration

• Work closely with the logistics, warehouse, and technology teams to resolve order and delivery-related issues.
• Liaise with the marketing team to align on promotional activities and customer communication.

5. Reporting and Insights

• Generate regular reports on key performance indicators (KPIs) like response times, resolution rates, and customer satisfaction scores (CSAT).
• Provide actionable insights to improve customer experience and reduce complaints.

7. Customer Feedback and Advocacy

• Collect and analyze customer feedback to identify pain points and opportunities for improvement.
• Advocate for the customer within the organization by highlighting trends and suggesting solutions.

Key Requirements

Education and Experience

• Bachelors degree in Business Administration, Communication, or a related field.
• 5+ years of experience in customer support, preferably in an e-commerce or retail environment.
• Proven track record of managing customer service teams.

Skills

• Exceptional communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in CRM platforms and customer support tools.
• Analytical mindset with experience in generating and interpreting reports.
• Ability to work under pressure in a fast-paced environment.

Attributes

• Empathy and a genuine passion for customer satisfaction.
• Leadership skills to inspire and guide a team.
• Strategic thinking with attention to detail.