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 Lead and motivate a team of customer service representatives, providing coaching,
mentorship, and performance management.
 Develop, implement, and monitor customer service policies, procedures, and performance
metrics aligned with e-commerce best practices.
 Analyze customer service data and reports to identify trends, areas for improvement, and
opportunities to enhance customer satisfaction (CSAT).
 Design and implement training programs to equip your team with the knowledge and skills
necessary to excel in resolving customer inquiries and issues.
 Oversee the customer service budget and identify cost-saving opportunities while maintaining
exceptional service standards.
 Collaborate with other departments, such as marketing, sales, and operations, to ensure a
seamless customer experience across all touchpoints.
 Stay up-to-date on industry trends, e-commerce platforms, and customer service technologies
to continually optimize processes and elevate service delivery.
 Identify and implement innovative solutions to streamline customer service operations and
improve efficiency.
 Develop and maintain strong relationships with key stakeholders across the organization.
 Develop and implement strategies to manage online reputation and mitigate customer
escalations.
 Act as a champion for the customer voice within the organization, ensuring their needs and
feedback are heard and addressed.

 5-7 years of experience in a leadership role in customer service preferably within e-commerce industry.
 Demonstrated success in developing and implementing customer service strategies that
improve CSAT scores.
 Strong understanding in customer service best practices, and key performance indicators
(KPIs) relevant to the online retail environment.
 Excellent communication, interpersonal, presentation, and problem-solving skills.
 Proven ability to lead, motivate, and coach a team.
 Strong analytical and data-driven decision-making skills.
 Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.