E-Commerce Customer Service Manager

Job Description:

• Responsible for overseeing the daily operations of the ecommerce customer service team to ensure a high level of customer satisfaction and operational efficiency.
• Lead, mentor, and develop the ecommerce customer service team to deliver excellent customer support.
• Oversee customer inquiries, complaints, and escalations, ensuring timely and satisfactory resolution.
• Monitor service KPIs (response time, resolution time, customer satisfaction scores) and take corrective actions as needed.
• Collaborate with warehouse and logistics teams to ensure timely order fulfillment, delivery updates, and returns processing.
• Implement customer service strategies aligned with company goals and ecommerce best practices.
• Handle service-related reports and present performance metrics and insights to senior management.
• Manage and improve CRM systems and service platforms.
• Ensure service policies comply with company standards and local regulations.

Job Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer service, preferably in ecommerce or retail.
• At least 3 years in a leadership or supervisory role.
• Strong knowledge of ecommerce platforms.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong analytical and reporting abilities.
• Proficient in MS Office tools and customer service softwar