E-Commerce Customer Care Supervisor

Ebling - Dokki, Giza

Applicants for
1 open position
Experience Needed:
3 to 5 years
Career Level:
Job Type:
Full Time
1 open position
About the Job
  • 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
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