Knitted Apparel Customer Experience Lead

3 days ago

Dera Ghazi Khan, Punjab, Pakistan beBeeCustomerServiceManager Full time $80,000 - $100,000
Job Overview

We are seeking a highly skilled and experienced leader to manage our customer service team. As a Customer Service Manager, you will be responsible for overseeing the delivery of exceptional customer experiences for USA and Canada customers.

You will lead a team of customer service representatives, ensuring they have the necessary skills and knowledge to provide high-quality support to our customers.

Your primary focus will be on supervising, training, and mentoring your team to deliver timely and effective resolutions to customer inquiries, complaints, and order issues.

Key Responsibilities
  • Supervise and train a team of CSRs to deliver high-quality customer service, adhering to brand standards.
  • Oversee handling of customer inquiries, complaints, and order issues, ensuring timely and effective resolutions.
  • Develop and implement customer service policies, procedures, and KPIs tailored to the garment retail industry, focusing on customer satisfaction and retention.
  • Address escalated customer issues, maintaining a professional and customer-centric approach.
  • Train CSRs to understand and adapt to USA and Canada customer expectations, including cultural nuances, language proficiency, and time zone alignment.
  • Track and analyze team performance metrics, providing regular reports to senior management.
  • Manage and optimize the use of CRM software, and e-commerce tools to streamline customer interactions and improve efficiency.
  • Recruit, onboard, and train new CSRs, fostering a culture of excellence, accountability, and product knowledge specific to knitted apparel.
Requirements
  • Minimum 2+ years in a customer service management or supervisory role, preferably in retail or e-commerce, with experience managing remote teams.
  • Familiarity with garment retail, particularly knitted apparel (hoodies, t-shirts, sweatshirts, pajamas), including product specifications and customer expectations.
  • Exceptional verbal and written English communication skills, with the ability to train CSRs to meet North American customer standards.
  • Proficiency in CRM systems, e-commerce platforms (e.g., Shopify), and Microsoft Office Suite.
  • Bachelor's degree in business, communications, or a related field preferred; a high school diploma or equivalent required.
Work Environment
  • Remote role based in Pakistan, managing a remote team of CSRs, with regular virtual communication with USA/Canada teams.
  • Access to CRM software, communication platforms (e.g., Slack, Zoom), and training resources.
  • Flexible hours to accommodate USA/Canada time zones.

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