在新西兰
Ecommerce Customer Service Lead
ABOUT US
UrbanSales.co.nz is one of New Zealand's fastest-growing e-commerce furniture businesses. Over 70,000 homeowners have already chosen us to help create their inspiring homes.
Our goal is to build NZ's largest online home living shopping destination and we are developing a great team to help us achieve that.
We really care about our customers and we always put our customers first at Urban Sales! We are currently looking for someone to manage and supervise the customer service team on a daily basis to ensure business as usual is maintained at an optimal level, customer experience is seamless, and communication is at its highest level!
Are you passionate about customer service? Like about home & living products? Like to in e-commerce business? If you are someone who wants to grow, loves responsibility, enjoys a challenge, solves problems, and can see yourself as part of a young and ambitious company then we want to hear from you!
About the Role:
We are seeking an individual who will have a commitment to excellence, strong organizational and communications skills. They will also display high presentation standards, honesty, and an excellent work ethic.
Supervise and lead day-to-day operations in the customer service team (on-shore & off-shore) and ensure business operations are maintained at an optimal level.
Maximising operational efficiencies which will lead to the delivery of great customer experiences within the team.
Create effective customer service policies, standards, and procedures
Develop customer satisfaction goals and coordinate with the team to meet the score or KPI
Responsible for serious customer escalations that cannot be resolved by a team member promptly, for example, handling customer complaints, providing appropriate solutions and alternatives in a timely manner.
Completing project activity as directed within the customer service area
Responsible for team management, recruitment, training of customer service reps.
Ensure all daily business operations related to customer service are processed within SLA or in a timely manner.
Maintain accurate records and document all customer service activities and discussions.
Assess service and phone statistics and implement procedures to meet KPIs.
Recruit, mentor, and develop customer service, team members.
Skills & Experience:
Proven experience in leading teams and working well with the wider team
Ability to work under pressure and to strict deadlines
Strong interpersonal skills with the ability to liaise at all levels
Strong commitment to providing high-quality customer service
Professional and courteous communication skills
Excellent attention to detail
Intermediate computer literacy in Microsoft Office Suite
Strong problem-solving mindset
Ideally, you are fluency in both English and Mandarin
Key Relationships:
Internal:
Warehouse team
Online and Retail Sales team
Marketing, Product & Merchandising team
Procurement team
Tech team
Financial Team
External:
Related customers
Account Manager & Claim Office of Courier Companies
Benefits and perks
- Friendly, collaborative, supportive team
- leadership role
- Join a rapidly growing company, be part of the journey and get lots of opportunity with career growth
Permanent Full-time position, Monday to Friday.
Flexibility to work on Saturday (optional but a bonus point)
Applicant must have legal right to work in New Zealand
The application will close on 28 Feb 2021 11:59 pm.
有兴趣者， 麻烦到Seek申请 - https://www.seek.co.nz/job/51490285