Fashion E-commerce Customer Manager
Job Summary
This is a permanent Customer Service Manager role based in Tai Seng focusing on fashion e-commerce. The position involves leading a customer service team, resolving complex inquiries, and optimizing order processes. You will ensure high service standards and collaborate across departments to enhance the customer experience.
Responsibilities
- Lead and coach customer service team
- Resolve customer inquiries and complaints
- Manage order processing and returns
- Improve customer experience and processes
Required Skills
- 3-5 years fashion/e-commerce CS experience
- Strong leadership and management skills
- Excellent communication proficiency
- Customer service software expertise
Job Details
Job Responsibilities:
1. Customer Inquiries: Respond promptly to customer inquiries via email, chat, and social media; provide accurate product and order information.
2. Order Assistance: Assist with order placement, modifications, returns, and exchanges; monitor delivery statuses.
3. Problem Resolution: Investigate and resolve complaints effectively while collaborating with other departments.
4. Product Knowledge: Develop strong expertise in product offerings and promotions to provide accurate recommendations.
5. Communication: Maintain professional communication to ensure a seamless customer experience and proactively manage issue updates.
6. Customer Feedback: Document feedback to identify improvement trends and provide insights to management.
7. Administrative Tasks: Handle order processing, data entry, and related documentation.
8. Collaboration: Work with operations to streamline processes and maintain a customer-centric approach.
9. Team Management: Supervise, coach, and support the customer service team to achieve performance targets and foster a positive culture.
Requirements:
- Minimum Diploma.
- Strong leadership and people-management skills.
- 3-5 years of customer service experience in fashion, lifestyle, e-commerce, or premium consumer brands.
- Detail-oriented with ability to handle multiple tasks.
- Strong teamwork and collaborative mindset.
- Proficient in customer service software and platforms.
- Flexible schedule availability.
- Excellent written and verbal communication skills.