Customer Experience Manager

Position: Customer Experience Manager

Dept: Operations

Reporting to: Operations manager

Type of Employment: Contractual

Job Type: Full time


ABOUT Terona B.V.

This is an opportunity to join our rapidly growing team. We are a dynamic and rapidly growing company that has been active in e-commerce since 2004. With our various brands, we offer a wide range of consumer goods via various online marketplaces like Amazon, we meet the needs of customers in more than 10 different counties. This newly-created position will be an integral part of our team as we embark on the next phase of our growth.
Established in 2007, Terona B.V. is quickly becoming a leader in offering the industry. Our creative marketing campaigns have quickly earned us brand recognition, and a reputation for being a breath of fresh air in our industry.
We believe that business needs to be innovative and creative in order to thrive, and we think it’s important to provide an exciting and vibrant place to work. Culture is the driving force to our success and feeds into every aspect of what we do.
But we admit we’re not for everyone. We’re successful because we have high standards, work hard, and hire smart people with strong critical thinking skills – people who are honest and confident enough to say “I don’t know – BUT I’ll find out!” People whose burning questions during interviews include “How many sick and vacation days do I get?” need not apply. Your time here will be fast and furious and quite the ride. But the rewards are plenty.


ROLE

This role requires an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

RESPONSIBILITIES
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Set a clear mission and deploy strategies focused towards that mission
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyze statistics and compile accurate reports
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget for resolving customer issues
Maintain an orderly workflow according to priorities
Ensure review-getting practices are within platform terms of service
Mitigate the possibility of negative reviews through outstanding customer service and care
Develop new TOS-compliant strategies for increasing review volume
E-commerce Platform Management: Monitoring inventory levels.


RESULTS
No customer feels like they have not been heard or understood when inquiring of our company
All customers are responded to timely and with the problem they have resolved as quickly as possible within SLA
Feedback is provided to the wider team on how we can improve our products to provide a better customer experience
Positive reviews are common and potential negative experience from a customer is turned into a positive one
Upper management clearly understands the quantity and nature of inquiries received from customers

REQUIREMENTS

Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Proficiency in English
Working knowledge of customer service software, databases and tools
Proficiency in using Helium10, Jungle Scout, Aweber, Shopify, Zendesk.
Experience using Slack and Monday is advantageous.
Awareness of industry’s latest technology trends and applications
Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Preferably, a degree in Business, Finance, Marketing, or a related field.


Interested?
Please apply by filling out the following questionnaire:
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