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eCommerce Customer Service Manager

Location : Charlotte, NC
Job Type : Temp/Contract to Direct
Reference Code : TM
Hours : Full Time
Required Years of Experience : 3
Required Education : bachlor degree
Travel : No
Relocation : No
Industry : Internet - ECommerce

Job Description :
 Ensure that all customer service representatives in a knowledgeable & professional demeanor consistent with the brand expectations.

 

Train customer service reps on product selection, policies, and procedures. 

 

Ensure that the customer Service Department meets or exceeds all established performance metrics. 

 

Identify pain points in any current policies or processes, and work towards implementing a solution to such pain points. 

 

handle customer support tasks directly when necessary, including answering phone calls, live chats, and emails with the goal of achieving a single - touch resolution.
Required Qualifications :
 Self - motivated - our CSM must be able to intrinsically motivate themself and set their own goals to achieve each day, and they must be able to double down their effort when necessary in order to make their department a success. 

 

Critical thinking - a pain point in a process or policy should be viewed as a problem with a potential solution, not an inevitability. Our CSM should be able to to think through problems fully and work towards a solution rather than simply accept that a problem exists. 

 

Friendly, outgoing, and professional - we firmly believe that a CSM cannot effectively lead a Customer Service department for any company without experiencing customer service first hand by speaking with customers.
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