Customer Service Manager
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Job Description
We are a high growth Direct-to-Consumer (DTC) e-commerce start-up.
Our mission? Help people create workspaces they actually love spending time in.
To achieve this, our team has built market-leading brands like ErgoTune (ergonomic chair) and EverDesk+ (standing desk).
Here at Marvable, our mission is to create a comfortable space for everyone to work better in the ever-increasingly dynamic world, working at our best productivity. The Customer Service Manager main responsibility is to assist with the company's e-commerce sales division. You will be assisting and leading the team with the existing customer database, generate analytical reports, evaluate the data and identify trends and gaps, and acquire valuable problem-solving skills.
Roles & Responsibilities
CSAT:
- Work with Customer Support team to conduct root causes analysis and identify opportunities to increase survey response rates.
Customer Support:
- Take ownership and resolve accordingly any urgent or critical service issues escalated by the Customer Support Team
- Work closely with internal stakeholders to support investigation and service recovery process
Training:
- Help maintain a comprehensive knowledge base library with diverse resources for team members to have at their disposal and to use quickly and effectively to resolve customer issues
- Ensure compliance to governmental standards for retails personnel selling behavior (sales of good act) and usage of consumer data (personal data protection act)
Analysis:
- Understand customer behaviors through metrics such as NPS, social media reviews, written comments, etc. to perform in-depth analysis for internal stakeholders.
- Continuously review standard operating processes and workflows to identify ways to improve and increase customer satisfaction and operational efficiency
- Implement and monitor service quality bench-markers and assists in the development of solutions and conceptualise programs aimed at addressing customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision
Admin:
- Carry out supervisory responsibilities in accordance with Marvable s policies and procedures to meet Service Level Agreements set out. Additional responsibilities include interviewing, training and motivating employees; planning assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
Job Requirements
- 5 or more years of contact centre/customer service management experience preferred
- Experience with call centre phone systems, call routing applications, order management systems, case management systems, chat solutions, social media platforms, in-store pickup functionality preferred
- Proven organisational, project management skills, analytical and effective problem resolution skills
- Proven people management skills; for building relationships with colleagues at all levels
- Customer centric with a proactive, positive and can-do attitude
- Excellent communication skills both written and verbal
- Leadership flair with the skill to motivate others to perform and exceed expectations
- Professional, proactive, positive and can-do attitude
- Manage pressure effectively
- Experience of setting up and developing contact centre is an advantage
Employment Type
Full Time
