eCommerce Customer Support Supervisor

The eCommerce Customer Support Supervisor is responsible for directly interfacing with all eCommerce customers to ensure that they have the best shopping experience in all Aeroworx-managed platforms.

Responsibilities

  1. Manages a team of customer service representatives that handle customer inquiries through email, Live Chat, Phone, and social media
  2. Analyzes customer and own staff feedback and recommends changes to websites, products, etc.
  3. Resolves issues which require high-level decisions and which staff cannot resolve on their own
  4. Reviews and improves processes to enable staff’s efficient collection of pre-sell orders, enhanced understanding of product knowledge and benefits, customer shopping process assistance, order management
  5. Develops proactive programs to increase conversion.
  6. Analyzes service activity data and utilizes findings to create resources for training and service improvements.
  7. Provides ongoing training focused on the support of eCommerce customers.
  8. Manages monthly metrics reporting, increase conversion rates, decrease rate of returns
  9. Ensures that service standards are established and attained
  10. Contributes to ongoing systems improvements to streamline processes and cross-team efficiency

Minimum Requirements/Qualifications

  1. Graduate of any 4 year related course.
  2. At least five (5) years experience in customer service function.
  3. At least two (2) years experience in e-commerce.

Preferred Requirements/Qualifications

  1. Excellent communication skills, both written and oral
  2. Computer literate
  3. Leadership skills
  4. Problem Solving skills

Category
Merchandising

Status
Open

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