Assistant Manager, Customer Service

Are you passionate about delivering exceptional customer service and leading a team to success? We are looking for a dedicated and experienced Assistant Manager, Customer Service to oversee our e-Commerce operations and ensure top-notch service quality.

Key Responsibilities

Team Leadership & Supervision

1. Lead and motivate the Customer Service team to achieve excellence.
2. Handle scheduling, task assignments, and monitor team performance.
3. Ensure timely processing of returns and resolution of disputes within platforms.
4. Monitor and manage returns to be processed within SLA and ensure disputes within platforms are resolved.
5. Conduct quality assurance checks and work internally to ensure the team goes through necessary coaching, mentoring, and training to improve service quality and achieve customer satisfaction.

Customer Service Excellence

1. Ensure all customer inquiries are handled professionally and promptly.
2. Address complex issues and assist in escalations as needed.
3. Monitor and analyze Net Promoter Score (NPS) performance to identify areas of improvement.

Training & Development

1. Lead projects to enhance business operations through root-cause analysis and strategy implementation.
2. Conduct SOP enhancements to streamline processes.
3. Identify customer-impacting issues and collaborate with the team and management for solutions.
4. Maintain regular reviews with internal stakeholders to drive continuous improvement.

What We’re Looking For

1. Diploma/Degree in any related field.
2. 2-5 years of experience in customer service, with at least 1-2 years in a leadership role.
3. Prior experience in customer service management, call centers, or a related environment is a plus.
4. Proficiency in customer service software (e.g., CRM systems).
5. Willingness to work on shifts and public holidays.

If you have a passion for customer satisfaction and leadership, we’d love to hear from you.

Apply now and be part of our dynamic team!