We are looking for an experienced and results-driven Customer Service Manager to lead customer service operations, manage team performance, and ensure an exceptional customer experience. The ideal candidate must have strong experience in team management, complaint resolution, after-sales services, and customer service operations within an e-commerce, retail, or consumer electronics environment.
Key Responsibilities
- Lead and manage the customer service team and daily operations
- Monitor customer inquiries, complaints, and escalations
- Oversee order tracking, returns, refunds, and exchange processes
- Manage after-sales services, warranty claims, and product-related complaints
- Monitor customer service KPIs, including CSAT, response time, and resolution rate
- Ensure customer satisfaction and continuously improve service quality
- Coordinate with internal departments to resolve customer issues
- Utilize CRM, ticketing systems, and ERP platforms to manage operations
Requirements
- * Bachelor's degree in Business Administration, Commerce, or a related field
- 5+ years of experience in Customer Service, including 1-2 years in a managerial role
- Experience in E-commerce, Retail, Consumer Electronics, or Technology is highly preferred
- Proven experience managing customer service teams
- Strong knowledge of complaints, returns, refunds, exchanges, and after-sales operations
- Familiarity with CRM systems and ticketing platforms
- Experience with Odoo ERP or similar systems
- Good understanding of customer service KPIs
