An e-commerce company is looking for a Customer Service Operations Manager to join their office in Ramat Hahayal!
Their Customer Experience team is looking for an experienced & driven B2C Customer Service Manager to lead our customer service team.
Responsibilities: · Monitoring day-to-day operations in the customer service department. · Managing global customer service teams remotely · Maintaining, Creating, and implementing effective customer service procedures, policies and standards cross teams to improve quality of service. · Monitoring, assessing, and managing relevant KPIs and metrics cross team while evaluating agent and representative performance · Anticipate and resolve team and customer conflicts · Identifying customer needs and respective process implementation · Collaborate with cross-company teams to create and manage workflows in order to ensure customer satisfaction.
Requirements: · Minimum 2 years previous experience in managing support / customer service team - A must · Experienced with North American customer base - a must · Proficiency in English written communication skills - a must · Working knowledge of customer service software, databases and tools · Excellent customer care and focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience · Able to analyze data and sales statistics and translate results into better solutions · Self-motivated and self-directed · Customer-focused for a positive customer experience and resolution · Proficiency in Microsoft Office and excel
For more information or to apply send your CV to jobs@urbanrecruits.co.il with "Customer Service Operations Manager" in the subject or apply directly on www.urbanrecruits.co.il