What are the responsibilities and job description for the E-Commerce Customer Service Manager position at Z Gallerie?
Job responsibilities:
1. Respond to and solve customer inquiries, complaints and problems in a timely and professional manner to maintain the company image and customer satisfaction.
2. Work closely with product, marketing, logistics and other departments to ensure that customer needs are fully met and solve cross-departmental problems.
3. Develop and implement customer service strategies and processes to ensure efficient operation and service quality of the customer service team.
4. Responsible for the training and performance management of the customer service team to improve the service ability and work efficiency of the team.
5. Monitor and analyze key service indicators (such as customer satisfaction, response time, resolution rate, etc.), report regularly and make recommendations for improvement.
Job Requirements:
1. Bachelor degree or above, major in marketing, management, psychology, etc.
2. More than 5 years of e-commerce after-sales or customer experience management experience, furniture industry experience is preferred.
3. Skilled use of data analysis tools, able to extract valuable information from customer data to promote experience optimization.
4. Excellent written and oral communication skills, able to clearly express and effectively solve customer problems.
5. Have a strong sense of customer service, can think from the perspective of customers, and continue to improve customer satisfaction.
6. Strong team leadership and management skills, able to effectively train and motivate team members.
Salary : $8,000 - $10,000
