Fast-growing retail company in the sports sector
* Contact Center Management: responsible for managing inbound email, call, and chat support queues through ZenDesk/CRM tools; ensure all communication channels are covered 9am-6pm and flex workload between team members as required to achieve service level goals
* Monitor KPIs and distribute daily reporting to Executive Leadership Team;
* Provide escalation support for your team and set the bar for service expectations; step in to manage queue during peak support periods
* Develop and administer regular training for your team; maintain standard operating procedures (SOPs) and training guides for all processes within your region
* Closely monitor customer reviews and social media platforms to proactively address customer experience or product related concerns
* Cross-train responsibilities with Customer Success leaders to support wholesale and retail channels as required; focus on success of entire team and not just the eCommerce channel
* Collaborate closely with IT business partners regarding technical issues and ensure appropriate escalation for rapid resolution
* Provide unsolicited value by mining data and recommending opportunities to improve customer experience and satisfaction
Opportunity to start in a new organization
* Experience leading Customer Success teams for wholesale, retail, or e-Commerce channels
* Passionate about Customer Experience and optimistic outlook
* Goal-oriented, outgoing, motivated, persuasive, able to multi-task, and possess a desire to learn
* Strong analytical skills and technical aptitude
* Ability to work well both independently and as part of a team
* Pleasant personality, professional phone manner, and the ability to prioritize tasks is essential
* Excellent communication skills including active listening
* Service-oriented and able to resolve customer grievances
* Exceptional computer skills with the ability to learn new software
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