Customer Care Manager at Scentiment

Scentiment, a leading fragrance company, is seeking a dynamic and experienced Customer Service Manager to join our team. As the Customer Service Manager, you will play a pivotal role in ensuring customer satisfaction and maintaining high-quality customer service standards. You will be responsible for handling day-to-day customer service needs, managing a team of overseas customer service representatives, and driving improvements in response times and overall customer service KPIs.

Responsibilities:

• Handle Customer Service Operations: Act as the primary point of contact for resolving customer inquiries, issues, and concerns. Utilize the Gorgias ticketing system to efficiently manage customer tickets and provide timely responses.
• Familiarize with Shopify: Develop a comprehensive understanding of our Shopify platform to effectively address customer inquiries related to order status, payment, and other e-commerce-related issues.
• Create Internal Processes: Develop and implement internal processes to streamline and standardize customer service operations. Establish protocols to handle various customer requests, including issues such as wrong items shipped, order tracking problems, and claims with carriers.
• Provide Fragrance Consultation: Act as a fragrance consultant, offering knowledgeable recommendations to customers on the best-suited fragrances based on their preferences and needs. Ensure customers receive personalized and expert guidance throughout the fragrance selection process.
• Manage Overseas Customer Service Team: Lead and supervise a team of overseas customer service representatives, providing guidance, training, and support. Monitor performance, conduct regular performance reviews, and implement strategies to increase response times and improve customer satisfaction.
• Over-the-Phone Support: Provide phone support to customers who require immediate assistance or prefer voice communication. Resolve complex issues and provide excellent customer service over the phone.
• Improve Customer Service KPIs: Collaborate with cross-functional teams to identify and establish key performance indicators (KPIs) for customer service. Continuously monitor and analyze metrics to identify areas for improvement and develop strategies to enhance overall customer satisfaction and retention.

Qualifications:

• Previous Experience: Minimum of 3 years of experience in customer service
• E-commerce Knowledge: Strong understanding of e-commerce platforms, specifically Shopify, and experience in addressing customer concerns related to online orders and transactions.
• Excellent Communication Skills: Exceptional written and verbal communication skills with the ability to effectively interact with customers and team members.
• Problem-Solving Abilities: Proven ability to analyze complex customer issues, think critically, and provide appropriate solutions promptly.
• Team Leadership: Experience managing and developing a team of customer service representatives, preferably in an international or remote setting.
• Customer-Focused Approach: Demonstrated commitment to delivering exceptional customer service and a passion for ensuring customer satisfaction.\
• Organizational Skills: Strong organizational and multitasking abilities to handle various customer inquiries simultaneously and prioritize tasks effectively.
• Analytical Skills: Proficiency in data analysis and utilizing customer service metrics to identify trends, generate reports, and make informed decisions.

Join our team at Scentiment and play a crucial role in enhancing customer experiences, driving team performance, and establishing Scentiment as a leader in fragrance customer service. Apply today and become a part of our dedicated and customer-centric team.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Ability to commute/relocate:

• Doral, FL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Required)
• E-commerce: 2 years (Preferred)

Work Location: In person

Salary : $22 - $25