Joining The Commerce Team Global, means something to us. We will empower you to get involved in dynamic and innovative projects, initiatives, and implementations. We will invest you as much as you invest in us, our culture in work is one of a happy workplace. Join us to collaborate for success, craft for the future and make technological change magic.
We are looking for someone who can add value to both sides of our relationship with partners and to manage and broker promotional activity within these relationships:
Bachelors degree in business discipline or related field or equivalent professional qualifications and experience
Bachelors or Masters in Commerce (Accounts)
The Support Manager in the ecommerce domain is responsible for overseeing all customer support activities within the organization. This role involves managing a team of support representatives, ensuring timely and effective resolution of customer inquiries, complaints, and technical issues. The Support Manager also collaborates with other departments to enhance the overall customer experience and works towards maintaining high levels of customer satisfaction.
Lead and mentor a team of support representatives.
Provide training, guidance, and support to team members.
Monitor and evaluate team performance, ensuring targets and quality standards are met.
Foster a positive and productive work environment within the support team.
Customer Issue Resolution:
Oversee the resolution of customer inquiries, complaints, and technical issues.
Collaborate with support staff to provide prompt and effective solutions to customers.
Handle escalated issues and ensure timely follow-up until resolution.
Continuously analyze support processes and identify areas for improvement.
Implement and optimize support procedures to enhance efficiency and customer satisfaction.
Work closely with other departments to address recurring issues and prevent them from reoccurring.
Customer Experience Enhancement:
Gather customer feedback and work with relevant teams to enhance the overall customer experience.
Implement initiatives to increase customer satisfaction and loyalty.
Monitor customer interactions to maintain a high standard of service.
Data Analysis and Reporting:
Analyze support data and prepare regular reports on key performance metrics.
Utilize data insights to make informed decisions and implement improvements.
Present reports to the management team, highlighting trends and areas of focus.
Collaborate with other departments such as sales, marketing, and product development to ensure a cohesive customer experience.
Communicate customer feedback and market insights to relevant teams for product/service enhancements.
Must Have Skills
Customer Service Expertise.
Familiarity with ecommerce software, ticketing systems, and customer relationship management (CRM) tools.
Basic understanding of web technologies and ecommerce platforms.
Sales and Upselling Skills.
Bachelors or Masters Degree
In addition to:
Communication | Leadership | Problem Solving | Continuous Learning | Quality Assurance | Risk Management | Team Building | Documentation skills | Platform knowledge – Salesforce Commerce Cloud, Shopify, BigCommerce, Magento or other ecommerce related platforms | Knowledge of Microsoft products - Word, Excel, Visio, MS Project and PowerPoint
Bachelor’s degree in Computer/IT only, MCA
For India local calls: +91 9265568900
Outside the UK call: +44 3301333414
Within the UK call: 03301333414
Please submit CVs to email@example.com