E-concierge Solutions is seeking a dynamic and experienced Customer Service Lead to join our team. As a key player in our organization, you will be responsible for leading and inspiring our customer service team to deliver exceptional, concierge-level experiences across multiple channels for our e-commerce clients. 

Key Responsibilities

Team Leadership and Development 

1. Oversee and manage a team of customer service representatives

1. Provide coaching, training, and mentorship to team members

1. Conduct regular performance evaluations and implement improvement plans

1. Foster a positive and collaborative team environment

Customer Experience Management 

1. Ensure delivery of high-quality customer service across all channels (phone, chat, SMS, email)

1. Handle escalated customer issues and complex inquiries

1. Develop and implement strategies to enhance customer satisfaction and loyalty

1. Monitor and analyze customer feedback to drive continuous improvement

Operational Excellence 

1. Manage daily operations of the customer service department

1. Develop and maintain standard operating procedures

1. Implement and optimize customer service technologies and tools

1. Monitor key performance metrics and prepare regular reports

Cross-functional Collaboration 

1. Work closely with other departments to resolve customer issues and improve processes

1. Coordinate with the marketing team on customer retention initiatives

1. Liaise with inventory and fulfillment teams to ensure smooth operations

1. Oversee the service areas

Qualifications

1. 3+ years of experience in customer service management, preferably in e-commerce or omnichannel environments

1. Proven track record of leading and developing high-performing teams

1. Strong understanding of customer service best practices and technologies

1. Excellent communication and interpersonal skills

1. Ability to multitask and prioritize in a fast-paced environment

1. Proficiency in CRM systems and customer service software

1. Experience with Shopify and e-commerce platforms is a plus

Skills and Competencies

1. Excellent communication and interpersonal skills.

1. Strong project management and organizational skills.

1. Ability to build and maintain strong client relationships.

1. Analytical and strategic thinking.

1. Proficiency in project management software and tools.

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About Ryze Agency:

Ryze is a full-service agency that provides our clients with communications planning and buying across all traditional and emerging channels, including digital, social and mobile. These services encompass consumer insights, data and analytics management, media and competitive research, and direct marketing services.

We were born to change the world, yet it changes daily. As a result, we believe the future belongs to the curious—those independent and agile enough to take advantage of it. Curiosity confers a massive competitive advantage on our clients, inventing new ways to transform their businesses. Plus, it's always important to remember that curious people never settle. Ryze is full of curious people.

Are you curious?