Global Customer Service Manager (e-commerce)

Location: Airport City

Reporting to: Direct Sales

Job Description

Job brief:

We are looking for an experienced Global Customer Service Manager to develop and implement our direct-to-consumer customer service vision, globally. The manager will have overall responsibility to increase consumer satisfaction, loyalty and retention for direct-to-consumer customers, as well as to ensure that direct-to-consumer customer service departments globally are running in an efficient manner.

Responsibilities:

  • Improve customer service experience, create engaged customers and facilitate organic growth – for direct-to-consumer, on a global scale
  • Set a clear mission and deploy strategies focused towards taking ownership of customer issues and follow problems through to resolution
  • Develop service procedures, policies, standards and KPIs for direct-to-consumer
  • Develop tools and procedures to keep accurate records and document direct-to-consumer customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Maintain an orderly workflow according to priorities

Requirements

  • Proven working 5-7 years' experience as a customer service manager in global, consumer environments. Direct to Consumer / E-commerce experience – major advantage
  • Excellent knowledge of management methods and techniques
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Passion for exceeding consumer expectations
  • Proficiency in written and verbal English
  • Travel 15%