Job Description
We are looking for a Customer Service Leader who will partner and ensure the long-term success of our clients in North America. This candidate will be responsible for developing and maintaining relationships with our clients' Customer Service division leaders and liaise between them and cross-functional internal teams to ensure the timely and successful resolution to any escalated issues. The CS Leader will also provide clients with regular reporting and insights based on their customer contacts and work together to improve and streamline processes between our teams.
Responsibilities:
High level communication with merchants to introduce and explain CS service options
Update and maintain agreed service procedures, policies and standards that ensure the department runs in an efficient manner
Maintain that all KPI's and daily tasks are completed to a high standard
Take ownership of escalated merchant/customer issues and follow problems through to resolution (within agreed SLA)
Report to CS Director on agent/departmental efficiency (+ any related merchant complaints)
Keep accurate records and document customer service actions/discussions with merchants
Monitor merchant ticket reports to identify issues and/or trends that may require attention
Apply best practices and advise CS Director/Manager with suggested areas of improvement
Work closely with CS Director/Manager and Team Leaders to:
update & maintain procedures
implement new ideas to enhance the service for merchants/customers
assist with evaluating & improving the service provided by our team
identify/investigate root causes of recurring issues & assist to deliver solutions
Maintain an orderly workflow according to priorities
Evaluate and strive to improve our team and support systems
Required:
Strong client-facing and communication skills
Excellent written communication skills in English
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Problem Solving/Analysis
Teamwork Orientation
An open mind and 'can do' attitude
Ability to handle large volume workload with speed, accuracy and efficiency
Preferred:
Additional languages
2+ Years experience in online retail
Bachelor's Degree
Compensation:
Responsibilities:
High level communication with merchants to introduce and explain CS service options
Update and maintain agreed service procedures, policies and standards that ensure the department runs in an efficient manner
Maintain that all KPI's and daily tasks are completed to a high standard
Take ownership of escalated merchant/customer issues and follow problems through to resolution (within agreed SLA)
Report to CS Director on agent/departmental efficiency (+ any related merchant complaints)
Keep accurate records and document customer service actions/discussions with merchants
Monitor merchant ticket reports to identify issues and/or trends that may require attention
Apply best practices and advise CS Director/Manager with suggested areas of improvement
Work closely with CS Director/Manager and Team Leaders to:
update & maintain procedures
implement new ideas to enhance the service for merchants/customers
assist with evaluating & improving the service provided by our team
identify/investigate root causes of recurring issues & assist to deliver solutions
Maintain an orderly workflow according to priorities
Evaluate and strive to improve our team and support systems
Required:
Strong client-facing and communication skills
Excellent written communication skills in English
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Problem Solving/Analysis
Teamwork Orientation
An open mind and 'can do' attitude
Ability to handle large volume workload with speed, accuracy and efficiency
Preferred:
Additional languages
2+ Years experience in online retail
Bachelor's Degree
Compensation:
- $45,000
About Intelletec