Role PurposeThe purpose of the role is to oversee day-to-day operations, leading a team of customer service representatives, and implementing strategies to enhance customer service standards which in turn lead to exceptional customer experience & satisfaction.Responsibilities :1. Customer Support Handle escalated customer inquiries and complaints, demonstrating empathy and problem-solving skills to ensure swift resolution. Monitor customer service channels (phone, email, chat, social media) to ensure timely responses and resolution of customer issues2. Process Improvement Collaborate to develop and implement customer service policies, procedures, and best practices Identify areas for improvement in service delivery and implement initiatives to enhance efficiency and effectiveness3. Quality Assurance Conduct regular quality assurance assessments of customer interactions to ensure service excellence and adherence to company standards Provide coaching and training to team members to address performance gaps and maintain service quality4. Performance Monitoring Track key performance indicators (KPIs) such as customer satisfaction scores, response times, and first-contact resolution rates. Analyse data to identify trends and opportunities for improvement, and report findings to management5. Cross-Functional Collaboration Liaise with other departments such as Sales, Marketing, and Operations to coordinate efforts and address customer issues effectively. Communicate customer feedback and insights to relevant stakeholders to inform business decisions and product/service improvements.6.Training and Development Coordinate and facilitate ongoing training sessions for customer service staff to enhance product knowledge, communication skills, and service delivery Support team members in achieving their professional development goals through coaching and career planning7. Reporting and Documentation Prepare regular reports on customer service performance metrics, trends, and outcomes for management review.Training and Developments of customer interactions, resolutions, and feedback for analysis and reference.Eligibility Criteria Previous experience in a customer service role, with at least 2-3 years in a supervisory or leadership position Proficiency in customer service software and tools (e.g., CRM systems, helpdesk software).Ability to remain calm & composed in high pressure situations & effectively manage conflictsStrong Problem-Solving Skills and communication skills

Hey there, tech whiz! Are you a Shopify wizard who loves bringing e-commerce stores to life? Do broken links and slow load speeds keep you up at night? If so, we need YOU to join CAVA, the coolest athleisure brand in town!Role & responsibilities Tweak, fine-tune, and customize our Shopify store to make it look and perform like a dream.Work your magic with Liquid, HTML, CSS, and JavaScript to create sleek and functional designs.Integrate third-party apps and Shopify APIs to enhance features and performance.Debug, troubleshoot, and fix any weird glitches before customers notice! Optimize site speed because fast is fabulous!Help launch new products and keep the website fresh with seasonal updates & promos.Make sure everything looks flawless across mobile and desktop (because shopping should be smooth everywhere!).Work closely with our marketing & design teams to bring creative campaigns to life.Stay ahead of Shopify trends and bring new ideas to the table! Requirement 1-2 years of experience working with Shopify (theme customization, Liquid, HTML, CSS, JavaScript). A passion for design, speed, and performance optimization.Experience integrating Shopify apps & APIs.Strong debugging skillsbecause no one likes a broken checkout! Knowledge of SEO best practices for e-commerce.An eye for design and pixel-perfect attention to detail.The ability to juggle multiple tasks like a pro. Preferred candidate profile Have experience with Shopify PlusKnow how to work with Figma or Adobe XDAre familiar with version control tools like GitLove e-commerce & fashion (because we do!)