CrossBeats- develops and sells small electronics worldwide (the main markets are the UK and India).
We are in the process of launching new products in the market. Our goal is to create globally recognized brands. At the moment we are focused on building an outstanding, strong team of professionals, where smart, cheerful people work with serious intentions to build a career with us you will conquer any peak, since we have unlimited potential!
We are looking for an experienced Ecommerce Customer Service Manager. The position represents an excellent opportunity for an individual to work in a fast-paced entrepreneurial setup with high growth potential.
To meet and exceed customer service goals as set by Management. Enhance customer service experience of E- Commerce based Customers.
ESSENTIAL JOB RESULTS:
The Ecommerce Customer Service Manager is the "subject matter expert", from a business, operations, customer service and consumer affairs perspective. Ecommerce Customer Service Manager will own many aspects of support, ranging from building scripts for phone / email / online chat to driving initiatives to improve day-to-day processes.
Ecommerce Customer Service Manager will oversee the day to day operations of the Consumer Affairs Representatives.
They will evaluate and analyse systems, i.e. email and chat service to ensure it is being used to its maximum benefit. Report on productivity and react accordingly. Utilize Customer Service and web technologies to increase consumer satisfaction. Responsible for day to day administration of Live Chat tools and other web-based consumer Affairs technology.
Must possess 4- 6 years of experience in online customer service
Knowledge of ecommerce systems, customer service software, and best practices
Good problem solving and analytical skills
Thorough understanding of entire ecommerce processes from conversion to fulfilment 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
Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams
Detail-oriented, demonstrate strong written and verbal communication skills
Ability to work in a dynamic environment and be results and deadline driven Microsoft Office proficiency with Word and Excel