Senior Customer Service Executive
2 weeks ago
This senior-level customer service position oversees the support operations of our eCommerce subscription business, ensuring top-notch interactions with customers.
Key Responsibilities:- Lead and mentor a team of customer support specialists to deliver exceptional results.
- Implement process improvements to address recurring issues, enhancing long-term resolutions and efficiency.
- Develop, maintain, and refine customer service standards to drive consistency and effectiveness.
- Provide timely and effective support to customers via multiple channels.
- Oversee customer concerns related to website functionality, account management, subscriptions, orders, and payments.
- Manage and monitor the end-to-end order fulfillment process for accuracy and timeliness.
- Collaborate with internal teams to align customer service strategies with marketing, product, and operational initiatives.
- Analyze performance metrics using data analytics tools to identify trends and opportunities for growth.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum 5 years experience in customer service leadership, preferably in e-commerce or subscription-based environments.
- Proven track record of managing and coaching high-performing customer support teams.
- Strong technical aptitude with the ability to quickly learn new tools and platforms.
The ideal candidate possesses excellent communication, interpersonal, and conflict resolution skills, with the ability to work independently and collaboratively within a team environment.
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