Customer Service Manager (Bilingual)

Job Summary:

Leads the Customer Service Team to provide a best-in-class customer service experience. The Customer Service Manager will develop effective customer service procedures, implement technical support and “upsell” strategies, create customer satisfaction goals and benchmarks, and improve existing processes. The Customer Service Manager will coach and mentor team members to improve customer retention and maximize revenue generation opportunities through delightful and responsive service, product education, and customer-centric mindset.

Key Responsibilities:

• Hire, train, coach, lead and motivate the Customer Service Team.
• Develop and implement training programs and improvement processes that maintain the quality and service level in the department expected by our customers.
• Maintain professional and technical knowledge by tracking emerging trends in customer service management, reviewing professional publications, establishing personal networks and benchmarking state-of-the-art practices. Make recommendations to management for system improvements.
• Accountable for: performance, professional development, and retention of CST members; managing business metrics to continuously improve the customer experience; ensuring the department budget is in line with company goals; and maintaining operational standards across all areas.
• Areas of responsibility include, but are not limited to, order entry, phones, email, returns, credits, customer service management, and department expenses. Monitor daily, weekly, monthly and quarterly reports and trending activity, including information from the phone system, department sales, and “up- sells.”
• Ensure timely follow-up with customers and sales representatives on requests and complaints, support challenges, and product and delivery issues.
• Prepare performance reports by collecting, analyzing, and summarizing data & trends, including monitoring random calls to improve quality and minimize errors, taking corrective action when needed
• Ensure direct reports follow documented processes and procedures. Provide appropriate training and encourage stellar employee performance and communication.
• Serve as “backstop” for difficult calls or issues, assisting with dissatisfied or angry customers, and/or handling complaints or questions that cannot be adequately fielded by Team members.
• Work with Sales / Operation / warehouse & logistics Department to ensure all customer needs and special needs and/or requests are met.

Requirements:

• At least 2 year experience in retail industry, online retail experience will be a strong plus;
• Must be Bilingual in English and Mandarin or Cantonese;
• High level of problem-solving skills required;
• Must be highly motivated, able to multitask, work efficiently and solve problems;
• Must be able to work in times of high stress;
• Strong communication skills, both written and verbal;
• Must be able to maintain accuracy with attention to detail;
• Strong organizational skills required;
• Must have excellent time management skills and be adept to change.

Work Schedule:

• Willingness to work a flexible fulltime schedule including nights and weekends when necessary

Education and Experience Requirements:

• High school diploma or the equivalent required
• Two or four-year degree a plus
• Prior management experience required

最近编辑时间: 2019-04-10