Senior Customer Experience Leader

4 days ago

Rawalpindi Cantonment, Pakistan beBeeCustomerService Full time 1,200,000 - 1,500,000

Job Title: Customer Service Manager

We are seeking a skilled professional to lead our remote team in Pakistan and provide exceptional customer service to USA and Canada customers.

About the Role:
  • Lead Remote Team: Supervise, train, and mentor a team of CSRs to deliver high-quality customer service while ensuring adherence to brand standards.
  • Customer Interaction: Oversee handling of customer inquiries, complaints, and order issues for knitted apparel, 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:
  • Experience: Minimum 2+ years in a customer service management or supervisory role, preferably in retail or e-commerce.
  • Industry Knowledge: Familiarity with garment retail, particularly knitted apparel (hoodies, t-shirts, sweatshirts, pajamas), including product specifications and customer expectations.
  • Leadership: Proven ability to lead, motivate, and manage a team of CSRs in a remote, fast-paced environment.
  • Communication: Exceptional verbal and written English communication skills, with the ability to train CSRs to meet North American customer standards.
  • Cultural Adaptability: Understanding of USA and Canada customer service expectations, including professional tone, cultural sensitivity, and responsiveness.
  • Education: Bachelor's degree in business, communications, or a related field preferred; a high school diploma or equivalent required.
Work Environment:
  • Remote Work: Based in Pakistan, managing a remote team of CSRs, with regular virtual communication with USA/Canada teams.
  • Tools Provided: Access to CRM software, communication platforms, and training resources.

Please note that we are looking for highly motivated individuals who can work effectively in a remote environment.

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