Customer Service Manager

New York, New York Customer Service Posted January 11, 2024
#216597
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Title of Job: Customer Service Manager
Company Description: Growing multi-brand skincare company
Location: New York, NY
Salary: $65,000 – $75,000
*Salary is commensurate with experience and is an estimated range provided by JBC
Responsibilities:

 

Lead the management of our supporting agencies while ensuring customer satisfaction across our DTC channels.

 

Responsibilities

 

? Reviews and answers any customer service escalations

? Manages relationship with Blue Acorn agents

? Liaison between customer, SCM, agency, and internal DTC managers with regards to: Website/technical troubles, promotional issues, account settings, rewards account technical issues, refund approval, product education/recommendation

? Reporting –

? Execute monthly brand CS report

? Ad Hoc reporting

? Special case VOC reports as per Marketing/HQ request

? Conversion reporting

 

? Reviews and Customer Questions Management

? Weekly review/answering of Q&A questions

? Reroute CS/order/site-related reviews to the appropriate teams

? Rewards Program

? Points & rewards management (reviewing BA team Supervisor’s work)

? Chargeback Disputes

? Order dispute (case by case)

? Nofraud Platform Management

? Ad Hoc review of possible fraud cases

? Allow/block-list management

? Fraud chargeback dispute support

 

Candidate qualifications:

· Communications – Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

· Analytical – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.

· Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

· Project Management – Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.

· Use of Technology – Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

· Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

· Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

 

Additional Candidate qualifications:

· 2-3 years of experience within Customer Service

· Proficient in Microsoft Suite

 

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