More Staffing is hiring a
Customer Service Manager

Summary

Join our team as a Customer Service Manager, leading our customer service team and enhancing our customer support operations.

Requirements

• Extensive experience in a customer service management role, preferably within the fashion or e-commerce industry
• Proven track record of managing teams and driving operational excellence
• Strong leadership and interpersonal skills with the ability to inspire and motivate a team
• Demonstrated success in developing talent and managing performance
• Strong analytical abilities with experience using data to drive decisions and improvements
• Familiarity with customer service platforms, particularly Gorgias, is highly desirable
• Excellent written and verbal communication skills
• Ability to convey complex information clearly and effectively to both team members and customers
• Exceptional problem-solving skills with a proactive approach to addressing and resolving issues
• Ability to manage high-stress situations and implement effective solutions
• Proficiency with customer service tools and technologies, including CRM systems and support platforms like Gorgias
• Comfortable working with data and technology to enhance service delivery
• A strong commitment to delivering outstanding customer service and a deep understanding of the customer journey
• Passion for creating memorable and positive customer experiences

Responsibilities

• Manage, mentor, and develop a team of customer service representatives
• Provide guidance, training, and support to ensure high performance and job satisfaction
• Foster a positive and productive work environment that aligns with client's values
• Oversee daily customer service operations, including handling escalated customer issues
• Monitoring service levels, and ensuring adherence to established protocols
• Implement best practices and standard operating procedures to streamline processes and improve efficiency
• Develop and implement strategies to enhance the overall customer experience
• Analyze customer feedback and service metrics to identify areas for improvement and implement solutions that align with client's commitment to excellence
• Utilize customer service platforms, including Gorgias, to manage workflows, track interactions, and analyze performance data
• Leverage technology to optimize operations and ensure seamless integration with other systems
• Monitor and evaluate team performance through key performance indicators (KPIs) and customer satisfaction scores
• Conduct regular performance reviews and provide actionable feedback to team members
• Generate and present reports on customer service metrics, trends, and operational performance to senior management
• Use data insights to inform decision-making and drive continuous improvement
• Develop initiatives to enhance customer loyalty and retention
• Collaborate with marketing and sales teams to align customer service strategies with broader business objectives
• Effectively manage high-pressure situations and complex customer issues
• Develop and implement crisis management protocols to address and resolve critical situations promptly and effectively