Deskripsi Pekerjaan
Are you a natural leader with a passion for digital retail? We are looking for a dynamic and results-driven E-Commerce Supervisor to join our team in Dasmarinas City. In this pivotal role, you will be the heartbeat of our customer experience department, ensuring that every interaction across our online platforms reflects our commitment to excellence.
As an E-Commerce Supervisor, you will lead a team of dedicated Customer Service Representatives (CSRs), providing them with the guidance, training, and support they need to exceed performance targets. If you are tech-savvy, thrive in a fast-paced environment, and have a proven ability to boost customer satisfaction, we want to hear from you. You will be responsible for managing daily operations, streamlining communication workflows, and maintaining the high standards that keep our customers coming back.
Tanggung Jawab
- Oversee and monitor daily customer support operations across various E-Commerce channels and marketplaces.
- Provide direct leadership, coaching, and mentorship to a team of Customer Service Representatives to ensure consistent service quality.
- Analyze customer feedback and performance metrics to identify trends, resolve recurring issues, and implement service improvements.
- Manage escalated customer complaints and ensure timely, professional, and satisfactory resolutions.
- Develop and update internal standard operating procedures (SOPs) to enhance team efficiency and response times.
- Coordinate with cross-functional teams, including logistics and marketing, to ensure a seamless order-to-delivery experience.
- Prepare weekly and monthly performance reports highlighting team achievements and areas for improvement.
Kualifikasi
- Bachelor’s degree in Business Administration, Marketing, Management, or a related field.
- At least 2-3 years of proven experience in E-Commerce customer service, preferably in a supervisory or team lead capacity.
- In-depth knowledge of major e-commerce platforms (e.g., Shopee, Lazada, TikTok Shop).
- Strong leadership skills with the ability to motivate and manage a diverse team.
- Excellent communication skills in English and Filipino, both verbal and written.
- High proficiency in CRM tools, ticketing systems, and Microsoft Office/Google Workspace.
- Strong analytical mindset with the ability to interpret data and drive actionable insights.
- Ability to work under pressure and handle multiple priorities in a fast-paced digital environment.