The eCommerce Customer Service Manager is responsible for overseeing customer support operations across multiple channels, including email, telephone, and web chat. Leveraging Zendesk, they will ensure the team delivers fast, accurate, and empathetic responses to customer inquiries while maintaining high satisfaction levels. This role involves leading a customer service team, monitoring workflows, optimizing processes, and identifying opportunities to enhance the overall eCommerce customer experience.
Key Responsibilities:
1. Multichannel Customer Support Management: Manage and optimize customer interactions across email, phone, and web chat channels, ensuring seamless responses. Oversee team performance to ensure service quality and response time SLAs. Set up and maintain Zendesk workflows, generate reports, and analyze trends. Manage a team of customer service representatives, providing training and performance feedback.
2. Customer Issue Resolution: Handle escalated inquiries, collaborate with internal teams to resolve complex issues, and monitor customer feedback for recurring pain points.
3. Performance Analysis and Reporting: Track KPIs such as ticket volume, resolution time, CSAT, and NPS. Use Zendesk data to recommend improvements and present findings to management.
4. Customer Experience Enhancement: Develop and refine customer service policies, seek ways to improve customer experience, and implement proactive strategies.
5. Compliance and Best Practices: Ensure compliance with data privacy regulations like GDPR and CCPA. Stay updated on industry trends and implement best practices.
About You
Qualifications and Experience:
* 3-5 years in a customer service leadership role, preferably in eCommerce.
* Hands-on experience with Zendesk, including configuration and reporting.
* Proven ability to manage email, phone, and web chat channels effectively.
* Experience scaling customer service departments.
Skills:
* Strong organizational and multitasking skills for high-volume inquiries.
* Excellent written and verbal communication skills across channels.
* Analytical skills with experience in data-driven decision-making using Zendesk and other tools.
* Leadership qualities to inspire and manage teams effectively.
About GSF Car Parts
GSF Car Parts is a leading UK automotive parts distributor, supplying thousands of independent garages with parts, tools, and equipment. The group operates nationwide with a network of branches and benefits from centralized support in procurement, marketing, and IT systems, including the industry-leading catalogue system, Allicat, and the national garage programme, Servicesure.
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