E-Commerce Customer Care Supervisor
Ebling -
Dokki, GizaPosted 5 years ago161Applicants for1 open position
- 109Viewed
- 20In Consideration
- 85Not Selected
Job Details
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Job Description
- Manages a team of customer service representatives that respond to web-based customer inquiries (phone, emails, chat) and shopping process ,resolve complaints, reviews, returns, disputes within a documented and timely manner
- Building scripts for phone/email/online chats to driving initiatives to improve the day to day process
- Oversee customer care staff in the day-to-day performance of their jobs
- Evaluate and analyze systems
- Responsible for deliver the best customer service experience for e-commerce customers
- Provide high level of quality support in order to meet and exceed the
expectations of our customers - Gather customer feedback and share with our Operations and Marketing
- Process, assist, research, and resolve online customer’s requests and/or problems in a prompt and professional manner via email or phone call
- Assist customers with product selection, answer basic questions and suggest various products options that are available
- Manage ongoing customer relationships utilizing the appropriate CRM tool
- Deal with orders in the back office and liaise with logistics
Job Requirements
- Not less than 3-5 years’ experience in leading online customer service team or operations
- Experience in procedures of online sales cycle.
- Knowledge of e-commerce systems, content management systems, customer service software, and best practices
- Sales goal driven with a strong understanding of business drivers that will impact sales
- Good problem solving and analytical skills
- Thorough understanding of entire e-commerce processes from conversion to fulfillment to customer service
- Good organizational and time management skills
- Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously
- Ability to create and run reports, troubleshoot order and/or inventory problems/discrepancies