Online Customer Service Lead

Description

Roles and Responsiblities:

• Oversees all customer service aspects & leads online service
• Manages staff, designs, implements and optimises policies
• Analyses feedback for service improvement
• Leads strategic development and sets relevant targets
• Implements retention campaigns
• Interface with Offline Customer Service Manager, focus on customer value

Requirements:

• A Bachelor's degree in business, marketing or a related field
• At least 5 years of experience in Customer Service Management
• Excellent communication and interpersonal skills, ability to manage a team and communicate with customers
• Strong analytical and problem-solving skills
• Experience with online customer service platforms and technologies
• Attention to detail and ability to manage multiple priorities in a fast-paced environment
• Previous experience in the grocery industry is a strong plus
• Proficiency in MS Excel and MS PowerPoint is required
• Experience in data analysis and learning facilitation techniques is preferred
• Working knowledge of Microsoft Office tools