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• Oversee the daily operations of the customer service department and ensure that customer inquiries are handled efficiently and effectively.
• Analyze customer data to identify trends and opportunities to improve customer service and retention.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Manage the performance of the customer service team, including setting goals, providing coaching and feedback, and conducting performance evaluations.
• Develop and maintain relationships with key customers and stakeholders to ensure their needs are met.
• Collaborate with cross-functional teams, such as product development and marketing, to ensure that customer feedback is incorporated into business decisions.
• Implement and maintain customer service processes and procedures that comply with industry standards and regulations.
• Monitor customer service metrics, such as response time and customer satisfaction scores, and make adjustments as needed to improve performance.
• Stay up-to-date with the E-commerce industry trends and best practices to continually improve the customer service experience.

• Bachelor's degree in business administration or a related field.
• Minimum of 6 years of experience in customer service, with at least 2 years in a management role.
• Experience in analyzing customer data and using it to inform business decisions.
• Proven track record of improving customer satisfaction and retention.
• Strong leadership and people management skills, with the ability to motivate and develop teams.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify trends and opportunities.
• Ability to work collaboratively with cross-functional teams.
• Experience in developing and implementing customer service processes and procedures.
• Knowledge of industry standards and regulations related to customer service.
• Proficient in Microsoft Office, with experience using customer service software.