Customer Service Leader (E-Commerce)

  • Intelletec
  • Jan 22, 2021
Permanent

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:
  • $45,000