eCommerce Customer Support Manager manages a team of service representatives that respond to customer inquiries via live chat. Ensures that service standards are established and attained. Being a eCommerce Customer Support Manager responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Additionally, eCommerce Customer Support Manager coaches team members on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The eCommerce Customer Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a eCommerce Customer Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
A Customer’s Point of View is a customer experience and market research company engaged in creating value by delivering actionable insights to our clients which strategically impact the improvement of their customer experience.
ACPVIEW Values:
· Respect for diversity
· Clean communication
· Integrity and honesty
· Ongoing individual performance
· Passion for innovation
· Commitment to the extra mile
Job Summary
We are currently looking to add to our team. The ideal candidate for this position will portray excellent verbal customer service skills and can work well within an open team environment. Client Project Support works with our Project Management team, clients, and our network of independent customer service evaluators (aka "mystery shoppers"). In this position you will be recruiting, scheduling, editing, and providing guidance to evaluators; problem-solving, reviewing submitted reports, and tracking project completion rates are all part of your day.
In this position, you may work as a client's primary contact person in addition to coordinating their program(s), or you may work as part of a larger team.
Key Competencies
· Demonstrated proficiency with MS Office, particularly Outlook and Excel. Ability to learn ACPVIEW's proprietary database systems is critical.
· Mathematical skills to calculate evaluator fees, deductions, and bonuses.
· Ability to contribute to a positive team spirit.
· Ability to respond to customer and team needs; to meet commitments.
· Ability to problem-solve and find creative solutions to problems using available resources.
· Ability to manage multiple projects at different stages in a deadline-driven environment.
· Proactive customer service skills with evaluators; you have a sense of urgency in your work approach.
· Ability to always use professional verbal and written communication. You must be able to use professional language and demeanor even if evaluators are not using the same!
· Strong organizational skills - you don't fall apart when your workload gets heavier.
· Strong interpersonal skills - you listen well to others, accept feedback well, and overall, you're a well-liked individual!
· Ability to pay close attention to small details in communications and in the scheduling process, to catch errors or omissions before they become bigger problems. Emails with consistent spelling mistakes and bad grammar are a deal-breaker in this industry. Poor spoken grammar is also not acceptable (and we're not talking about accents here; we're talking about using slang words, offensive language, and double negatives in one's speech).
· Ability to handle confidential information in a professional, trustworthy manner. You may be exposed to sensitive information in your work that needs to be respected by you.
· Ability to stay on top of more than one project that each may be in different stages of completion; to deal with last-minute changes or unexpected issues with projects. It happens from time to time that clients will suddenly change their program objectives requiring you to go in a different direction than before. You don't get hung up on "having your time wasted" when that happens.
· You must be adaptable to fluctuating deadlines yet still be able to stay focused.
· Working knowledge of MS Excel is required for this position.
We offer a business casual work environment in a quiet office setting, a friendly and welcoming team with potential growth opportunities for those who consistently meet and exceed key performance factors. Interviews will be scheduled with applicants who, in our view, meet the above competency criteria.
A Customer’s Point of View’s office is located in Hampton, GA on the MARTA bus line (route 800). This is an office position.
Job Type: Full-time
Pay: From $17.00 per hour
Expected hours: 37.5 per week
Benefits:
Schedule:
Work Location: In person
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