Remote E-Commerce Customer Service Manager
OneContact is focused on building Remote Teams across Europe (Customer Support and Technical) that are integrated into clients' People, Processes, and Products. Our clients are major software development companies who have entrusted us with the task of hiring customer support and technical resources which includes senior DevOps, AWS and Azure Consultants, Python Developers, Database Specialists, and many more. We are growing and Hiring!!! for Remote positions so visit us at onecontact.com.mk
https://onecontact.com.mk/job/detail/remote-e-commerce-customer-service-manager
We are looking for an experienced E-Commerce team lead with Excellent Native level English language skills to lead a team of customer service representatives. Should have Phone/Email/Chat and relevant experience in E-commerce. This is an Operations Manager position.
What We Need
We are seeking an Ecommerce Manager with Advanced/Excellent English to work remotely
Key responsibilities will include:
Work with a team of virtual assistants
Lead team of current virtual assistants in Customer Service, Amazon, and Order Processing roles.
Must have knowledge of Amazon or E-commerce, with an emphasis on customer service
Must have working knowledge of customer service support ticket tracking and multi-channel help platforms like Gorgias
With a background in handling a team of CSR Agents, Inbound/Outbound calls/emails/live chats
Developing and implementing standards of operation.
Provide hands-on training and management of customer service/order processing team members.
Improve customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring, and analyzing results.
Develop and improve existing training protocols and manuals to ensure all team members have the ability to service customers to the highest level possible and be responsible for the implementation of these protocols and manuals.
Monitor and aim to identify common customer issues, improve customer experience, and help standardize communication processes with customers.
Monitor and incentivize VA performance and productivity.
QA - review chat transcripts, emails, and listen to calls to ensure customer interactions are aligned with business goals. Also, real-time review of what is happening on their desktops
Understand cc fraud procedures and “sign off” on order approvals.
Handle escalations
Coordinating schedules, monitoring attendance, tracking time, and ensuring coverage is always provided
Salary and bonus reviews
Reports directly to the executive team.
What We’re Looking For
Time commitment
40+ hours per week
Monday – Friday from 4 PM - 12 AM or 5 PM - 1 AM
100% focused on our business while working; no side jobs
Skills and Technical Knowledge
Advanced English Speaking and Writing skills
Ability to analyze reports and data from our various software programs
Very savvy with current computer technology
Can work independently while still meeting tight timelines
Strong problem solver who takes personal initiative to find creative solutions and identify new opportunities
“Big Picture” thinking – ability to see several moves ahead of the current position and anticipate issues before they become full-blown problems
Personality and Approach to Work
Incredibly organized and detailed
Outstanding communicator
VERY proactive thinker
Receptive to constructive criticism
Problem solver
Technology and Communication
Communication – Slack and Email
Document Management – Google Docs & Microsoft Office
File Management – Google Docs and Dropbox
Gorgias
