Customer Service Manager

3 months ago

Farmingdale, United States Danessa Myricks Beauty Full time
At Danessa Myricks Beauty, we DREAM BIG.

D-DareR-ReimagineE-ExperimentA-AccessibleM-Made Easy

The Customer Service Manager will be responsible for overseeing all customer service operations, including managing daily live chat, handling email inquiries, and ensuring high customer satisfaction. This role requires a solution-oriented, multi-tasking individual with a keen eye for process improvement and a strong customer-centric approach.

The ideal candidate must enjoy the beauty retail environment, be organized, responsible, detail-oriented, a self-starter, a multi-tasker, and possess strong follow-up skills. The right candidate will have strong customer service and strategic thinking skills. Energy, passion & resilience are crucial; you must be comfortable working in a fast-paced, entrepreneurial environment.  Experience with Gorgias or Zendesk, and TikTok Shop experience preferred.

Key Responsibilities:Customer Support Process Manager:
  • Manage and oversee the daily operations of the customer service team, including live chat and email inquiries.
  • Develop and implement effective customer service policies and procedures to ensure consistent, high-quality service.
  • Respond to escalated customer inquiries and resolve issues promptly and efficiently.
Performance Reporting:
  • Monitor and report on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
  • Analyze data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
  • Provide regular performance reports to senior management, highlighting key insights and actionable recommendations.
Process Improvement:
  • Continuously evaluate and improve customer service processes to increase efficiency and effectiveness.
  • Develop and implement new strategies to enhance the customer experience and reduce response times.
  • Collaborate with other departments to ensure seamless and consistent customer support.
Technical Expertise:
  • Utilize customer service platforms like Gorgias or Zendesk to manage and track customer interactions.
  • Write and maintain macros for frequently asked questions and common inquiries to streamline responses.
  • Stay updated with the latest tools and technologies to enhance customer service operations.
Customer-Centric Approach:
  • Champion a customer-centric culture within the organization, ensuring that all decisions and actions prioritize the customer’s needs and satisfaction.
  • Develop and maintain strong relationships with customers, understanding their needs and providing personalized support.
  • Act as the customer's voice within the company, advocating for their needs and feedback in all business areas.

Qualifications:
  • Minimum of 5 years of experience in customer service, with at least two years in a managerial role.
  • Customer service, and warehouse experience for beauty/makeup brands a plus.
  • Proven experience with customer service platforms such as Gorgias or Zendesk.
  • Strong analytical skills with the ability to interpret data and generate actionable insights.
  • Excellent communication and interpersonal skills, with a strong customer-centric approach.
  • Ability to multitask and manage multiple priorities in a fast-paced environment.
  • Experience with TikTok Shop is preferred but not required.
  • Strong problem-solving skills and a solution-oriented mindset.
  • Ability to lead others in the workplace with empathy for their needs while maintaining a positive attitude that is willing to serve customers at all times.

Physical Demands:
The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. 

EEO:
Danessa Myricks Beauty actively creates a culture of inclusivity and respects that diversity in the workplace leads to a positive and stronger team. We are an Equal Opportunity Employer and take pride in a diverse environment. It is our policy to provide equal opportunity for all employees, contractors, and prospective employees. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, sex, religion, gender identity or expression, genetic information, sexual orientation, national origin, pregnancy, age, marital or veteran status, medical condition or disability, or any other legally protected status.

Please note: This job description does not list all duties of the job. Employees may be asked by management to perform other duties. The employer has the right to revise this job description at any time.

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