Assistant Customer Service Manager

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

• Lead and motivate the Customer Service team to achieve excellence.
• Handle scheduling, task assignments, and monitor team performance.
• Ensure timely processing of returns and resolution of disputes within platforms.
• Monitoring and managing returns to be processed within SLA and ensuring disputes within platforms are resolved.
• 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

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

Training & Development

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

What We’re Looking For

• Diploma/Degree in any related field.
• 2-5 years of experience in customer service, with at least 1-2 years in a leadership role.
• Prior experience in customer service management, call centers, or a related environment is a plus.
• Proficiency in customer service software (e.g., CRM systems).
• 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!