Customer Service ManagerWeremote

Our Member Company is an eCommerce brand based in Sydney Australia and is expanding globally this year. They are a premium supplier of camping and outdoor equipment with quality products at great prices and thousands of positive reviews. Be part of their Pioneer team in the Philippines!
PRIMARY FUNCTION
They are looking for a tenured Customer Service Manager with experience in eCommerce support to lead our pioneer Customer Support Team in the Philippines. They are looking for a candidate that would like to utilize their skills in Customer Service and Leadership to enhance the customer service experience of our online customers. The ideal candidate is a self-starter, has experience managing a team of customer support agents, is experienced in reporting, KPI's, quality assurance, eCommerce, and not afraid to improve or create new systems and processes.
KEY ACCOUNTABILITIES / RESPONSIBILITIES
Customer satisfaction
Understand how to support customers through Live Chat, Email, Phone, Whatsapp and Social Media Channels
Identify areas to improve overall customer experience and sales effectiveness offering across channels
Working closely with the team to ensure first-class customer service and sales conversion of website visitors into customers
Standard operating procedures
Coordinate with Customer Support Software Vendors and Tools
Evaluate and analyze systems i.e. email and chat service to ensure it is being used to its maximum benefit.
Building Scripts for Phone/Email/Online Chat
Document and update SOPs, focus on standardisation of processes and continuous improvement
Create Training Material and keep it updated
Team management
Recruitment, rostering, training, retention and day to day management of a team of customer service and order processing staff (10-20 staff)
Set performance targets and KPIs for the team and ensure that weekly targets are achieved
Creating Reports for the CSR team and customer insights and pain points to the CEO
Cross-Department
Work with the marketing team and other departments to ensure communication about campaigns, new product launches, website updates and any other issues related to customer service.
Collecting Feedback on our products and services and communicating them to various departments within the company
Personal Development
Actively seek feedback from peers, direct reports, and team
Demonstrate a desire to grow and learn
Share in establishing change processes for self as required
Works well under pressure
Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams
KEY COMPETENCIES / MINIMUM EXPERIENCE
Outstanding project management experience
Experience with Freshdesk will be a bonus
Able to draw and make the workflow/SOPs
Knowledge of ecommerce systems, content management systems, customer service software, and best practices
Sales goal driven with a strong understanding of business drivers that will impact sales
Good problem solving and analytical skills
Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service
Operational/function understanding of ecommerce technologies and websites
Be proactive in identifying, resolving and communicating challenges
Ability to work at a detailed level while maintaining an overall project perspective
Good organizational and time management skills
Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously
Ability to work in a dynamic environment and be results and deadline driven Microsoft Office proficiency with Word and Excel
Detail-oriented, demonstrate strong written and verbal communication skills
Good Leadership Skills and Experience in managing a team of customer support agents
Benefits
Base Pay: P50,000 - P80,000 Allowance: P1,500 (food/transpo) HMO upon regularization SSS Pag-ibig Phi-health Leave Credits upon regularization
13th Month Pay
LOCATION: Metrowalk, Pasig City
WORKING HOURS: 9am to 6pm AU time, (6am to 3pm Manila)
Pre-Screening will be done via Video Call