Online Customer Experience Manager

6 days ago

Lismore, Australia beBeeService Full time $65,000 - $95,000

ECommerce Customer Service Manager Role

Ensuring seamless and positive online experiences is crucial to foster brand loyalty and support business growth.

  • A pivotal role requires managing customer inquiries, resolving issues, overseeing order management, and ensuring smooth execution of the fulfilment process across various communication channels, including email, live chat, phone, and social media.

Candidates must have at least 6-12 months of eCommerce or online retail experience. A Certificate or Diploma qualification is required for this position.

Key Responsibilities:

Customer Support & Order Management
  • Respond promptly and professionally to customer inquiries regarding products, orders, shipping, fulfilment, and returns via multiple channels.
  • Provide accurate information about products, services, and fulfilment processes, assisting customers throughout their online purchase journey.
  • Process and manage product returns, exchanges, and refunds, ensuring a seamless experience for customers.
Fulfilment Oversight & Issue Resolution
  • Oversight and coordination with the fulfilment of orders to ensure timely and accurate order processing, picking, packing, and dispatch.
  • Monitor fulfilment performance and proactively address delays, errors, or inventory discrepancies.
  • Troubleshoot and resolve fulfilment-related issues, such as shipping delays, incorrect shipments, lost packages, and inventory shortages.
  • Ensure that fulfilment partners and subcontractors adhere to service level agreements.
Operational Excellence & Collaboration
  • Document all customer interactions and fulfilment issues in a service database or CRM system.
  • Full training will be provided on our CRM system and service database.
  • Work closely with teams to resolve customer concerns and improve the overall customer and fulfilment experience.
  • Identify and report recurring fulfilment and customer service issues to management for process improvement.
  • Develop and implement strategies to improve efficiency and customer satisfaction.
Continuous Improvement & Reporting
  • Analyse data and customer feedback to identify trends and opportunities for improvement.
  • Generate regular reports on performance, customer satisfaction, and service levels for review.
  • Recommend and support the implementation of new technologies or processes to enhance delivery.

This manager plays a key role in ensuring customer satisfaction, fostering brand loyalty, supporting business growth, and maintaining high standards of operations.

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