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- Manage Customer Service Agents on a day to day basis with effective delegation of responsibilities among team members
- Effectively manage calls, enquiries, orders, complaints and log all details of actions taken within CRM system to support case management
- Work at a detailed level being hands on as well as managing the overall team requirements and managing projects
- Carry out other ad-hoc duties as assigned by the Line Manager from time to time
- Improves customer service processes by evaluating performance and drive initiatives to improve day to day processes.
- Must have 2+ years’ experience with team management and B2C customer service
- Experience with CRM systems (ideally Salesforce)
- Thorough understanding of entire ecommerce processes from conversion to fulfilment to customer service
- A self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service.
