E-commerce Customer Service Lead

Placements24; Queenstown; On-site; NZD 90,000 - 125,000; Full time

Benefits offered by this job

Competitive salary

Full-time role

Medical & retirement benefits

Professional development

Collaborative team

Job summary

Placements24 in Queenstown, NZ is seeking an experienced E-commerce Customer Service Lead to manage and elevate customer support operations. You will lead a team of representatives, train them, and implement best practices to ensure exceptional service across phone, email, and chat.

The role focuses on reducing response times, improving satisfaction scores, and collaborating with sales and logistics to resolve issues.

Qualifications

• Proven experience in a customer service leadership role, preferably within an e-commerce environment.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM software and customer support ticketing systems.
• Ability to train and motivate a team to achieve performance goals.
• Demonstrated ability to handle difficult customer situations calmly and effectively.

Responsibilities

• Lead, train, and mentor a team of customer service representatives to deliver outstanding customer support.
• Oversee daily customer service operations, ensuring efficient handling of inquiries via phone, email, and chat.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Monitor customer service metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Collaborate with other departments (e.g., sales, logistics) to resolve customer issues effectively.

Skills

Customer service leadership

Team training

CRM software

Interpersonal skills

Problem solving

Communication

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking an experienced and empathetic E-commerce Customer Service Lead to manage their customer support operations in Queenstown. This role is critical in ensuring that customers receive exceptional service throughout their online shopping journey, handling inquiries, resolving issues, and fostering customer loyalty. You will lead a team of customer service representatives, train them, and implement best practices to maintain high standards of service. This is an excellent opportunity for a customer-centric leader to make a significant impact on customer satisfaction and retention.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives to deliver outstanding customer support.
• Oversee daily customer service operations, ensuring efficient handling of inquiries via phone, email, and chat.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Monitor customer service metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Collaborate with other departments (e.g., sales, logistics) to resolve customer issues effectively.

Requirements

• Proven experience in a customer service leadership role, preferably within an e-commerce environment.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM software and customer support ticketing systems.
• Ability to train and motivate a team to achieve performance goals.
• Demonstrated ability to handle difficult customer situations calmly and effectively.

Benefits

• Competitive annual salary with potential for performance incentives.
• Full-time position with a reputable e-commerce company.
• Comprehensive medical and retirement benefits package.
• Opportunities for professional development and advancement in customer service management.
• A supportive and collaborative team environment focused on customer success.