Client Servicing Manager - E-commerce

Job Summary:

We are seeking an experienced and strategic Senior Manager, Customer Service to lead and enhance our customer service operations. The ideal candidate will be responsible for managing a high-performing team, improving service processes, and driving a customer-first culture. This role is crucial in delivering exceptional customer experiences that align with the company's brand and growth objectives.

Key Responsibilities:

Lead, mentor, and develop a team of customer service managers, supervisors, and frontline staff.

Design and implement strategies to improve customer satisfaction, retention, and loyalty.

Monitor and analyze key performance metrics (KPIs), including CSAT, NPS, FCR, AHT, etc.

Establish, document, and improve service workflows and escalation procedures.

Manage customer service technology tools (CRM, ticketing systems, IVR, chatbots, etc.).

Handle high-level escalations and work cross-functionally to resolve customer issues.

Collaborate with product, sales, and operations teams to represent the voice of the customer.

Forecast staffing needs, manage scheduling, and optimize workforce planning.

Ensure compliance with company policies, industry regulations, and quality standards.

Drive process improvements using data, feedback, and industry best practices.

Develop and manage the customer service budget and report on performance to leadership.

Qualifications:

Bachelor's degree in Business, Communications, or a related field (Master's preferred).

7+ years of experience in customer service, with at least 3 years in a leadership role.

Proven experience managing large teams in a contact center or multi-channel environment.

Strong understanding of customer service metrics, tools, and technologies.

Excellent communication, leadership, and problem-solving skills.

Ability to handle high-pressure situations and make data-driven decisions.

Experience with CRM and support platforms (e.g., Salesforce, Zendesk, Freshdesk, etc.).

Interested candidates can share their CVs on [HIDDEN TEXT]