Customer Service Executive for E-commerce Operations
2 weeks ago
About the Role:
We are seeking a highly skilled and experienced Customer Service Executive to join our team at Universal Music Group. As a key member of our E-commerce Operations team, you will be responsible for overseeing the delivery of exceptional customer experiences across our global network of e-commerce shops.
Key Responsibilities:
- Develop and implement strategies to drive customer satisfaction and loyalty through innovative technology and automation solutions.
- Lead a team of customer service professionals to deliver high-quality support and resolve customer issues efficiently.
- Collaborate with cross-functional teams to improve the customer journey and service experience.
- Partner with technology teams to create and deliver on a roadmap that enhances the customer experience and reduces contacts.
- Develop and maintain effective relationships with outsourced staffing partners.
- Ensure compliance with relevant regulations and deliver reporting on performance metrics.
Requirements:
- Minimum 10 years of E-commerce Customer Service Leadership experience, with a proven track record of driving customer satisfaction and loyalty.
- Exceptional communication and interpersonal skills, with the ability to collaborate with diverse teams.
- Strong analytical skills and ability to make data-driven decisions.
- Experience with technology, e-commerce, and supply chain management.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Ability to work under pressure and meet tight deadlines.
About Universal Music Group:
Universal Music Group is a global leader in the music industry, with a rich history of innovation and entrepreneurship. We are committed to artistry, innovation, and entrepreneurship, and we offer a comprehensive benefits package, including comprehensive medical, dental, and vision coverage, as well as a 401(k) match and paid time off.
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Philadelphia, Pennsylvania, United States Universal Music Group Full timeJob Title: Customer Service Leader for E-commerce OperationsWe are seeking a highly experienced Customer Service Leader to oversee the execution of high-quality service through all customer interactions across our e-commerce shops. The ideal candidate will have a proven track record of driving customer satisfaction and loyalty, and will be responsible for...
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