Customer Service ManagerAdorama

Adorama is opening a Customer Service Management post. This role will be responsible for overseeing the Customer Service process' and procedures while assisting in improving the department and the customer experience.
Responsibilities
Create and deliver the best Customer Service experience to our customers
Help drive continuous improvement in our Customer Service
Provide customer service support to internal departments/stakeholders
Follow up and communicate with irate customers on select escalated cases
Lead and develop our team of internal and partner customer service associates
Reviewing all customer service metrics and take action to ensure we are meeting and exceeding our service levels for each channel, method and business unit
Lead the local and remote teams - driving hiring, development, training, and engagement. As well as assisting business to migrate new business to Manila
Oversees all customer service responsibilities for marketplaces - each with unique requirements, and optimizes overall experience
Executes and supports creation of policies needed to balance customer service and fraud/scam prevention
Manage and adhere to financial budget
Assist stakeholders in the business with support they need related to CS (buyers, shipping, Marketing), also assisting with planning and launching new features or tools, as well as Qualtrics or CX committee initiatives.
Maintain & Monitor cancelation and credit reports, reviewing high value credits for approval
Monitor the various follow up tools (system notes, Jira tickets, GC file) that they are kept up to date and followed up on in timely manner
Skills & Experience
Excellent verbal and written communication skills
Minimum of 7 years relevant customer service experience
Minimum of 2 years of relevant supervisor/management experience preferred
Bachelor's degree in relevant field preferred
Proven ability to develop creative solutions and execute continuous improvements
Able to prioritize and complete time sensitive tasks in a timely manner - ensuring service levels are achieved
Excellent leadership, collaboration and interpersonal skills
We at ADORAMA believe in respecting & encouraging diversity and as such we gladly abide by all EEOC regulations. We will never turn down a qualified employee based on race, religion, gender, sexual-identification, disability, or any other protected class. All jobs are and will continue being awarded based on merit.
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Adorama

Manila City, Metro Manila
Permanent
Full-time