E-commerce Customer Service Manager

1 day ago

Makati City, National Capital Region, Philippines Reefan International Limited Full time $40,000 - $60,000 per year

Job Summary:

Assist the headquarters customer service team in effectively managing the local customer service in the Philippines, ensuring service quality, improving the customer experience, and enhancing brand image.

Key Responsibilities:

  • Manage and supervise the Philippine customer service team to ensure service quality and efficiency.

  • Collaborate with the headquarters customer service team to set team goals, monitor performance indicators (KPI), conduct data analysis, and propose improvements.

  • Responsible for team scheduling and work arrangements to ensure coverage and service levels.

  • Conduct training for new employees and support the ongoing development of existing staff to enhance team skills.

  • Learn product and business knowledge, answer agents inquiries, handle complaints, and ensure timely resolution of issues.

  • Coordinate communication with other departments to enhance the overall customer experience.

  • Regularly communicate with the headquarters customer service team to ensure smooth progress of work.

  • Handle other related tasks as required.

Qualifications:

  • Bachelor's degree or above.

  • Over 5 years of customer service management experience on e-commerce platforms (such as Amazon, Shopify, eBay), with experience collaborating with China teams.

  • Familiar with customer service systems and related tools, with data analysis capabilities.

  • Excellent communication and team management skills.

  • Able to work under pressure and possess strong problem-solving abilities.

  • Experience in customer service within the 3C electronics industry is preferred.

  • Spoken and written in Chinese is a plus

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