Job Description
E-Commerce Call Center Manager
At Star, we’re a world-class apparel sourcing, design and manufacturing company. We provide expert, seamless execution in product development, technical innovation, on-time delivery and personalized customer service to ensure the best quality and value for each customer.
Komar Brands is seeking an E-Commerce Call Center Manager to work with the Director of e-commerce and brand managers in USA.
As an E-Comm Call Center Manager you will be Supervise, coach, and motivate the agents to meet and exceed performance targets to ensure the team delivers exceptional customer support via phone, email, live chat, and social media channels.
You are required to work remotely and for USA hours and must be flexible with your working hours.
What we offer you:
- An attractive remuneration package
- A friendly work environment
- An opportunity to grow and progress your career
What you need to have:
- Minimum 5 years of experience in customer care preferably in apparel sector, with at least 2 years in a leadership or supervisory role within the e-commerce sector.
- Proven experience in managing remote teams across multiple time zones.
- Strong understanding of e-commerce platforms Shopify and Amazon Seller Central is seen as an added advantage.
- Familiarity with logistics, payment gateways, and order fulfillment processes.
- Excellent communication and interpersonal skills, with the ability to handle high-pressure situations.
- Proficiency in using customer service and e-commerce tools such as CRM software, order management systems, and data analytics platforms.
- Ability to multitask and prioritize in a fast-paced, ever-evolving environment.
Responsibilities
- Provide training and development programs to ensure agents are well-versed in e-commerce policies, product knowledge, and customer service best practices.
- Conduct virtual team meetings, performance reviews, and one-on-one coaching sessions.
- Handle escalations efficiently and work toward quick resolutions to enhance customer satisfaction.
- Monitor customer feedback, reviews, and complaints, implementing action plans to address recurring issues.
- Stay informed about e-commerce trends, consumer behavior, and competitor service strategies.
- Monitor key performance indicators (KPIs) and help set up new KPIs based on brand requirements, such as response time, resolution time, customer satisfaction (CSAT), and first-contact resolution (FCR).
- Work closely with fulfillment, logistics, and product teams to address customer concerns related to orders, shipping, returns, and refunds.
- Develop and implement workflows to streamline order tracking, returns processing, and payment issue resolutions.
- Utilize customer insights and data to identify areas for service improvement and efficiency gains.
- Leverage CRM and helpdesk tool Zendesk, to track and manage customer interactions effectively.
- Ensure the team is utilizing chatbots, self-service options, and automation to enhance response times and reduce workload.
- Collaborate with the e-commerce team to optimize the customer journey and improve overall user experience.
If you fit the above criteria we would like to hear from you. Please email your complete resume with names and contact details of two non-related referees to [email protected] within 7 days of this advertisement.
STAR GARMENTS | P.O Box 1, Ring Road 2, Phase 1 Industrial Zone | Katunayake | Sri Lanka
