The Role:
The Customer Service Manager ensures excellent service levels across all customer interactions by leading an efficient team focused on improving satisfaction, loyalty, and retention. This role also oversees the smooth fulfilment of eCommerce, B2B, and store deliveries through 3PL.
Key Responsibilities:
* Lead and motivate the Customer Service Team (internal and outsourced) to enhance the customer experience. Ensure KPIs (response time, first reply time, productivity) are met and resources are allocated effectively.
* Oversee B2C order fulfilment, support B2B deliveries, manage complaints, and identify process improvements to optimize costs and efficiency. Provide regular updates on service levels and challenges.
* Prepare reports and training materials to maintain service standards. Manage Freshdesk for reporting and insights to address customer issues.
* Collaborate with internal teams (eCommerce, Sales, Retail Ops, Store Managers) and external partners (Freshworks, Cygnia, carriers, customers).
Experience & Skills:
* 3+ years in customer service within retail, ideally in a fast-paced environment.
* 2+ years in a senior customer service role with team management.
* Strong problem-solving, organizational, and analytical skills.
* Proficient in data analysis and dashboard interpretation.
* Excellent communication skills and a friendly, flexible attitude.
* Available to support shifts, including evenings and weekends.