Ecommerce Cs Manager (ft)
Remote, Canada
Job Description
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Background of the Business:
Premium Home Source is a fast-growing eCommerce company that specializes in the sale of home appliances and fixtures (ovens, refrigerators, dishwashers, range hoods, bathroom vanities, HVAC systems, etc). The company has been in business for the last 4 years and has seen 100%+ year-over-year sales growth since inception. All of our sales are done on a drop-shipping model which reduces inventory risk and increases operational efficiency.
We are looking for a customer experience manager to join our team to handle all aspects of day-to-day customer experience management of the ecommerce store. The primary responsibilities will be managing a team of customer service reps, customer dispute resolution and handling large sales leads. The team currently consists of 10 people - the two founders located in Canada / Unites States and eight support/sales staff located in the Philippines/Canada.
This is an exciting opportunity to get in on the ground floor of a high growth online retailer.
- This job allows for flexibility to work from home.
Responsibilities:
- Manage a team of customer support staff and be the go-to leader on answering/resolving all customer support questions
- Monitoring Customer Service Associates and evaluating their responses and handling of customer queries and concerns
- Answering customers\xe2\x80\x99 questions, resolving problems, and maintaining customer satisfaction by providing problem-solving resources
- Take ownership of customers issues and follow problems through to resolution
- Respond to escalated customer support issues
- Ability to handle frustrated customers and resolve their issues
- Maintaining relationships with profitable customers
- Implementing customer support processes to enhance customer satisfaction.
- Take ownership of customers issues and follow problems through to resolution
- Hiring new Customer Service Associates based on team requirements, standards and company direction
Skills/Experience:
- Fluent and proficient in English (native speaker)
- Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
- Ability to train and mentor a customer service team
- Excellent written and verbal communication skills
- Ability to speak regularly on the phone
- Organized and attention to detail
- Problem solving and issue resolution
- Microsoft Excel and Word
- Management experience of 2 or more persons
- Experience in providing customer service support
- Top-notch oral, written, and interpersonal abilities
- Capacity to accept and utilize constructive criticism
- Advanced troubleshooting and multi-tasking skills
- Knowledge of Shopify and Gorgias is a plus
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Job Detail
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Job IdJD2129955
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationRemote, Canada
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EducationNot mentioned