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E-Commerce Client Relations Manager

2 months ago

Campton Hills, United States Engtal Inc Full time
Position: E-Commerce Client Relations Manager (Luxury Fashion)

Overview:

Engtal Inc is seeking a dedicated and skilled E-Commerce Client Relations Manager to lead a dynamic team of customer service professionals in the luxury fashion sector. The ideal candidate will play a pivotal role in delivering an outstanding customer journey, ensuring the brand's esteemed service standards are consistently met.


Key Responsibilities:


1. Direct and mentor a team of customer service agents, offering guidance and constructive feedback to enhance their performance and consistently surpass customer expectations.
2. Foster a supportive and professional customer service atmosphere, emphasizing personalized, efficient, and engaging interactions.
3. Analyze customer service metrics to create focused training materials and implement enhancements to service delivery.
4. Supervise the chargeback and claims process, ensuring resolutions are handled promptly and accurately.
5. Manage various platforms, including Zen Desk and Returnly, to improve operational efficiency and service quality.
6. Anticipate customer needs proactively and provide effective solutions, exceeding their expectations and nurturing brand loyalty.
7. Collaborate with internal departments to streamline processes and improve efficiencies through effective communication.
8. Gather and assess consumer feedback, offering insights into customer preferences and operational challenges.
9. Prepare and deliver comprehensive reports to leadership on a regular basis.
10. Address escalated customer inquiries and complaints with professionalism and courtesy, striving for effective resolutions.


Qualifications:

- Bachelor's Degree
- 4-6 years of experience in customer service management
- Background in the luxury retail sector is preferred
- Familiarity with Zendesk, Shopify, and/or Ship Station is advantageous
- Proven ability to execute all responsibilities accurately and professionally within established guidelines
- Strong skills in multitasking and time management
- Self-driven leader with exceptional attention to detail
- Collaborative team player with a positive outlook
- Excellent written and verbal communication abilities
- Capacity to build and maintain effective working relationships internally and externally.