Life Vision

Вакансия от 29 сентября 2020

Head of Customer Support (eCommerce, Amazon)

38 000 – 42 000 грн

Life Vision · Агентство
Поиск персонала, HR; меньше 10 сотрудников

Киев

Ihor Reznik
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Полная занятость. Опыт работы от 2 лет.

Описание вакансии

Location: remote

Every month we sell in the USA more than 50.000 electronic devices, mainly through Amazon. Therefore, we are looking for the Head of Customer Support (CS) who can adjust excellent customer service experience. The purpose is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention. This role requires the best talent who can empower 3−5 remote English-speaking agents to satisfy even the most demanding American customers.

Currently, we are looking for an individual who has a clear focus on performance — managing colleagues effectively, developing and growing the people around.

Are you driven and collaborative team player who wants to do the right thing and do it to a high standard? If you have experience of leading teams through major change — you will take pride in providing an excellent service to our customers.

REQUIREMENTS:

  • 3+ years of proven working experience as a CS manager
  • Extensive experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • English C1+
  • Working knowledge of customer service software, databases and tools
  • Awareness of the industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation

NICE to HAVE:

  • Working experience in eCommerce, ideally on Amazon
  • A functional understanding of Shopify, etc
  • Knowledge of Agile methodologies

RESPONSIBILITIES:

  • As our Head of CS, you will be responsible for customer service and involvement across the business
  • Manage the CS department of 3−5 remotely distributed employees
  • Develop and oversee a strong CS Team, managing all customer channels and queries
  • Oversee the delivery of the customer engagement framework and look at continuous ways to provide services through different channels and technology
  • Improve customer service experience, engage customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop clear service policies, standards, and procedures
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Mentor and develop CS agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities

We OFFER:

  • Competitive salary that depends on your performance. All details will be discussed during the interview. As this project will progress — your income will evolve accordingly.
  • Perspective work in the US company with space for career progression
  • Wide possibilities for personal development and professional growth
  • Flexible schedule with working from home opportunity
  • Interesting and challenging tasks
  • Enjoyable working environment, friendly colleagues and management

READY to JOIN? We are looking for your CV in English!


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