3h ago

Customer Service Operations Manager

China - Shanghai
full-timesenioreCommerce

Tech Stack

Description

You will manage the daily operations of the Customer Service department, ensuring exceptional customer service. You will monitor staff productivity and service quality, identify trends, provide guidance to staff, and promptly address customer escalations.

Requirements

  • 7-10 years related experience, typically in a contact center environment
  • Bachelor's Degree in Business or related field preferred
  • Proficiency in Google Business Suite (Gmail, Drive, Docs, Sheets, Forms)
  • Excellent verbal and written communication skills
  • Ability to foster a team environment and delegate tasks

Responsibilities

  • Oversee daily operations and ensure consistent delivery of exceptional customer service
  • Monitor and enhance team KPIs
  • Identify and implement efficiency improvements
  • Establish feedback mechanism for continuous process improvement
  • Generate regular performance reports for management
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