Customer Service Manager

Role Summary:
Leads the Customer Service team in handling customer inquiries, concerns, complaints, order-related issues, and aftersales support across various e-commerce platforms. Ensures timely and effective resolution of customer concerns while maintaining excellent service standards and customer satisfaction.

Key Responsibilities:

• Supervise and manage the CSR team handling e-commerce customer inquiries.
• Monitor customer concerns, complaints, returns, refunds, and aftersales requests.
• Ensure timely and accurate responses across e-commerce platforms.
• Coordinate with Operations, Warehouse, Sales, and other departments to resolve customer issues.
• Monitor team performance, response time, resolution rate, and customer satisfaction.
• Handle escalated and complex customer concerns.
• Develop and implement customer service processes and guidelines.
• Prepare regular reports on customer concerns, team performance, and aftersales issues.
• Coach and train CSRs to improve service quality and efficiency.

Qualifications:

• Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field.
• At least 3+ years of relevant experience in Customer Service, E-Commerce, Aftersales, or a similar role.
• Proven experience in team leadership, supervisory or managerial roles is preferred.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Knowledge and experience in handling customer inquiries, complaints, returns, refunds, and aftersales concerns.
• Familiarity with major e-commerce platforms and their customer service processes.
• Strong organizational skills and ability to manage multiple concerns and priorities.
• Ability to handle escalated customer concerns professionally and effectively.
• Proficient in Microsoft Office/Google Workspace and customer service or ticketing systems.

Benefits:

• Employee discount
• Opportunities for promotion
• Paid training
• Promotion to permanent employee