Experience Driven Customer Solutions Expert

6 days ago


Cebu City, Central Visayas, Philippines Novelship Pte Ltd Full time

Novelship Pte Ltd: A Pioneer in E-commerce Support

We're a premier online marketplace for authentic sneakers, apparel, and collectibles, driven by a passion for delivering exceptional customer experiences. As a pioneer in e-commerce support, we leverage innovative AI-driven solutions to optimize our customer support processes.

About the Role

The Customer Service Manager will play a critical role in developing and implementing AI-driven customer support solutions, focusing on improving response time, efficiency, and customer satisfaction.

Responsibilities

  1. Leverage AI and automation to optimize customer support processes, ensuring timely and effective resolutions.

  2. Maintain and update our extensive FAQ library to ensure customers have easy access to accurate and relevant information.

  3. Develop and train human agents to handle complex, high-value cases that require judgment and empathy.

What We're Looking For

  • Minimum 2 years of experience in a customer service or support leadership role, preferably in e-commerce.

  • Experience working with AI-driven support tools, helpdesk platforms, and knowledge management systems.

  • Able to analyze customer service metrics and implement data-driven decisions to drive business outcomes.

  • Strong communication and training skills, with experience mentoring teams.

  • Proactive problem-solving approach, identifying issues and implementing solutions to enhance efficiency.

  • Dedicated to delivering a seamless and positive customer experience.



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