Director of Customer Experience

2 days ago

Multan, Punjab, Pakistan beBeeLeadership Full time 600,000 - 1,050,000
Job Title

Customer Service Manager

About the Role
  • The Customer Service Manager is responsible for leading a team of customer service representatives to deliver exceptional service to customers in the USA and Canada.
  • Familiarity with garment retail, particularly knitted apparel, is essential as well as knowledge of product specifications and customer expectations.
Main Responsibilities
  • Team Leadership: Supervise and train CSRs to ensure adherence to brand standards, provide coaching, and mentorship to improve performance.
  • Customer Interaction Management: Oversee the handling of customer inquiries, complaints, and order issues, ensuring timely and effective resolutions.
  • Process Optimization: Develop and implement customer service policies, procedures, and KPIs tailored to the garment retail industry, focusing on customer satisfaction and retention.
  • Escalation Handling: Address escalated customer issues, maintaining a professional and customer-centric approach.
Requirements
  • Strong communication and leadership skills with the ability to motivate and manage a team in a fast-paced environment.
  • Proficiency in CRM systems, e-commerce platforms, and Microsoft Office Suite.
  • A Bachelor's degree in business, communications, or a related field, with a minimum of 2+ years of experience in customer service management.
  • Flexibility to work flexible hours to accommodate USA/Canada time zones.

This role requires excellent analytical and problem-solving skills to handle complex customer issues. The ideal candidate will be able to align customer service with business goals, ensuring seamless order fulfillment and customer experiences.

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