Customer Service Manager - ecommerceOptimize X

We are looking for an experienced Customer Service Manager to provide excellent service and customer care and to promote this idea throughout the team. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations.
Our company's growth has us looking for someone who will play a key role in our brand's continued growth and high rating. We are a niche market online Jewelry retailer specializing in Celtic design jewelry. Customer Service is the heartbeat of our company and we are proud of our 5-star rating on FaceBook and Shopify. We depend on our Call Center employees to serve our customers and fulfill our promise of reliability. You will be responsible for ensuring that the customer image of our company aligns with the strategic brand vision & direction as set by the brand leadership. We are a US company with our online support office based in the Philippines.
Your role is to lead our team in customer service following up on all contact touches and sales, weekly email blasts as well as cart abandonment, cross-sell, browse, etc. We mainly use ZohoCRM, Manychat, Slack, and Asana with our CS team.
Requirements
Dynamic individual who has energy, enthusiasm, and passion for customer service.
Excellent organizational, communication, and interpersonal skills.
Detail-oriented. with the ability to think strategically and to lead
Self-starter/proactive.
5+ years of experience in customer service with a minimum of 3 years in management roles
Experience in Fashion and Jewelry Niche is a plus.
Excellent knowledge of management methods and techniques
Proficiency in English
Working knowledge of customer service software, databases, and tools
Experience in Manychat, Asana, Zoho, Slack, and MS Office
Experience in Social media marketing support on Facebook and Shopify
Awareness of industry's latest technology trends and applications
Advanced troubleshooting and multi-tasking skills
BS degree in Business Administration or related field
Responsibilities
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Set a clear mission and deploy strategies focused on that mission
Develop service procedures, policies, and standards
Keep accurate records and document customer service actions and discussions
Analyze statistics and compile accurate reports
Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry's developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities
Complete audits, implement production, productivity, quality, and customer-service standards
Meet customer service financial objectives by forecasting requirements, communicating service metrics, and monitoring and analyzing results.
You'll normally work a standard 40 hour week, however as the company customers are mainly in the USA the team works flexible hours and night shifts to suit our customers. Due to the current restrictions, your working environment will start as managing our remote CS team, but you will transition to be based in an office at our customer services management desk.
Remuneration will be negotiable based on experience and skills and will also encompass a commission bonus based on achieving team KPI's and sales. We believe in providing incentives and rewards to motivate our teams and management to not only achieve our goals but theirs as well.
If this role is of interest or you feel you can add value to the company, please reply with your CV and a Skype or Whatsapp contact. We normally conduct role discussions with potential candidates over Skype as our management is resident in both SE Asia and the US.