Vaga de Customer Service Email Team Leader
1 vaga: | Publicada em 25/04
- A Combinar
Sobre a vaga
SmartBuyGlasses Group (Motion Global Ltd.) is one of the worlds leading designer
eyewear e-retailers, with sites in more than 30 countries. With over 200
employees, we retail the worlds best eyewear brands, including Ray-Ban, Tom Ford,
Gucci, and many more. SmartBuyGlasses has a young, international, entrepreneurial
culture promoting fast career progression and self-development. Passionate and
effective employees are usually promoted quickly to managerial positions,
operating teams with high degrees of ownership.
Who are we?
We are the team members of SmartBuyGlasses, making something great. We are MoGos.
MoGos is an acronym from our parent company, Motion Global. We are a truly
multifaceted team from the four corners of the globe. Our dynamic personalities
are our strength; our ambition is what drives us forward, and together, we are
building a company that we can be truly proud of.
Our Core Values
We believe in the empowerment of the individual. We believe that everyone has the
right to be who they want to be, achieve their ambitions, and live their dreams.
We empower our team members by offering unique opportunities to build their skills
and accelerate their careers. We give back to the communities where we operate.
Most importantly, through our buy-one-give-one program, we drive positive change
globally, one glass frame at a time.
SMART
MOGOs are outcome-driven. We begin with the end in mind, but we also know that the
journey is just as important.
PASSIONATE
MOGOs are passionate about what they do. We believe in making a difference and
building strong relationships with our peers.
ENTREPRENEURIAL
MOGOs not only come up with awesome ideas, we take ownership of them and push them
forward.
COLLABORATIVE
As MOGOs, we know that our team is stronger than the sum of its parts. Together,
we can achieve the impossible!
JOB DETAILS
Position Mission
The main responsibility of this role is to lead the core team of the Customer
Service Department by aligning their work with the company's goals and core
values. This role involves helping the company deliver on the company's vision and
mission and along with them, creating and implementing effective strategies that
ensures significant improvements on NPS, and help the team achieve the department
goals, such as increasing customer satisfaction, retention, and loyalty. Some
examples of these strategies are setting clear performance standards, providing
regular feedback, and rewarding excellence. Key KPIs of this role will be CSAT,
NPS, response time metrics etc.
This role also requires delegating tasks based on each team member's strengths and
skills, as well as organizing the training and development opportunities that they
need to support the customers.
This role offers the opportunity to work with a diverse and talented team, to
develop leadership and communication skills, and to make a positive impact on the
company's reputation and growth. However, this role also comes with some
challenges, such as managing customer complaints, resolving conflicts within the
team, and adapting to changing customer needs and expectations.
Responsibilities
Managing a team with 50-60 members
Developing and managing a team coverage for customer communications 24/7
Monitor and track the team performance by daily/weekly and monthly reports
Develop and manage long-lasting processes that will allow us to maintain customer
communications quality and satisfaction in our different domains
Set, plan, and implement email communication development projects
Coordinate with other channels managers and collaboratively lead customer service
department projects
Stay up-to-date with e-commerce digital communication and technology trends
Proactively provide operational feedback and suggestions to the Operations
management.
Qualifications
3+ years experience leading a team
Good customer service and interpersonal skills
Experience in growing e-commerce businesses
Fluent in English, very strong verbal and written communication - Native speaker
is a plus
Experience with Excel spreadsheets and basic data manipulation
Comfortable with utilizing new technologies/online tools
Strong attention to details
Entrepreneurial, highly resourceful
Effective and efficient in a fast-paced, high-impact environment
KPI-driven, results-oriented, analytical
Strong organizational skills
Whats in it for you?
Competitive Salary
Performance bonuses
Free designer glasses annually
Annual/Sick Leaves
Career development/ learning program
Fast-paced, dynamic, and multicultural work environment
Kindly be advised that only candidates who have been shortlisted will be contacted
for further proceedings.