Ecommerce Customer Service Supervisor

2 days ago

Sydney, New South Wales, Australia beBeeEcommerce Full time $60,000 - $80,000

Job Title: Ecommerce Customer Service Supervisor

The central point of contact for online customers, ensuring a seamless and positive shopping experience.

Candidates with eCommerce or online retail experience are required. A Certificate or Diploma qualification is essential for this position.

  • Key Responsibilities:
  • Customer Support & Order Management
    • Respond to customer inquiries regarding products, orders, shipping, and returns via multiple channels.
    • Provide information about products, services, and processes, assisting customers throughout their purchase journey.
    • Process product returns, exchanges, and refunds.
  • Fulfilment Oversight & Issue Resolution
    • Coordinate the fulfilment of orders to ensure timely processing, picking, packing, and dispatch.
    • Monitor fulfilment performance and address delays, errors, or inventory discrepancies.
    • Troubleshoot and resolve fulfilment-related issues.
  • Operational Excellence & Collaboration
    • Document customer interactions and issues in a service database or CRM system.
    • Work with teams to resolve customer concerns and improve the customer experience.
    • Analyse data and feedback to identify trends and opportunities for improvement.
  • Continuous Improvement & Reporting
    • Generate reports on fulfilment performance, customer satisfaction, and service levels.
    • Recommend new technologies or processes to enhance service delivery.

The Customer Service Supervisor plays a pivotal role in ensuring customer satisfaction, fostering loyalty, and supporting business growth.

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