E-Commerce Supervisor

5 days ago

Dasmarinas Metro Manila, Philippines Klued Skincare Full time ₱450,000 - ₱900,000 per year

Job Description

The E-Commerce Supervisor will oversee the daily support operations, guiding CSRs to deliver excellent service across e-commerce platforms such as Shopee, Lazada, and TikTok Shop. This role ensures efficient handling of customer concerns, evaluates team performance, and drives continuous improvement in service quality.

Key Responsibilities:

  • Supervise daily customer service operations to ensure timely and accurate responses.

  • Lead, coach, and motivate CSRs to meet performance and quality targets.

  • Evaluate and monitor CSR performance through reviews, scorecards, and feedback.

  • Handle escalated customer issues and ensure effective resolutions.

  • Track and analyze service metrics and prepare performance reports.

  • Ensure consistent and high-quality customer experiences across Shopee, Lazada, TikTok Shop, Shopify.

  • Collaborate with Sales, Marketing, and Logistics to resolve service-related issues.

  • Maintain communication with the E-commerce Relations Manager to address concerns, align strategies, and enhance platform performance.

  • Conduct training and coaching sessions to enhance team efficiency and communication.

  • Identify and implement process improvements to enhance productivity.

  • Perform administrative tasks including report preparation, documentation, and coordination with internal teams.

  • Perform other tasks that assigned by management from time to time.

Job Qualifications

  • Bachelor's degree in Business Administration, Communications, or any related field.

  • At least 1 year of customer service experience, including 1–2 years in a supervisory or team lead capacity.

  • Solid experience in managing e-commerce operations across platforms such as Shopee, Lazada, TikTok Shop, and Shopify.

  • Demonstrated ability to assess and enhance CSR performance.

  • Strong leadership qualities with excellent communication and problem-solving skills.

  • Skilled in using CRM systems, e-commerce dashboards, and Microsoft Office applications.

  • Analytical, highly organized, and able to thrive in a fast-paced work environment.

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