Operations Manager (Customer Service)

About the Company

We are a Netherlands-based company specializing in the management of multiple dropshipping businesses. With our extensive experience and expertise, we oversee the operations and logistics of various dropshipping enterprises, ensuring smooth and efficient processes. Through our dedicated efforts, we strive to drive growth and success for the dropshipping companies we manage, fostering mutually beneficial partnerships and delivering exceptional value to both customers and businesses alike.

We are seeking a highly motivated and experienced Operations Manager (Customer Service) to oversee our customer service operations and lead a team of CS agents.

 

About the Role

The Operations Manager (Customer Service) is responsible for ensuring that the customers receive prompt, efficient, and personalized support and collaborate closely with other departments to ensure a seamless customer experience.

 

Responsibilities:

– Develop and implement customer service policies, procedures, and standards to ensure exceptional customer support.

– Oversee order tracking and resolve any issues related to shipping, returns, or refunds.

– Maintain accurate and up-to-date records of customer interactions, orders, and inquiries.

– Collaborate with the sales team to address customer inquiries and provide product information.

– Liaise with the marketing team to gather customer feedback and identify areas for improvement.

– Handle escalated customer inquiries and complaints, providing timely and satisfactory resolutions.

– Monitor customer interactions to ensure quality and consistency.

– Identify opportunities for process improvement to enhance the customer experience.

– Analyze customer service metrics, such as response times, resolution rates, and customer satisfaction scores.

– Prepare regular reports on key performance indicators and provide actionable insights to management.

– Identify trends and patterns in customer feedback and recommend strategies for improvement.

– Hire, train, mentor, and lead the team of CS agents

– Set performance goals and conduct regular performance evaluations.

 

Qualifications:

– 5 years of overall experience in the Customer Service industry

– 1 year experience specifically in the ecommerce/dropshipping environment

– Solid experience in leading a customer service team of 1M/mo+ business

– Able to commit to a full time role and work exclusively for the company

– Strong leadership and team management skills, with the ability to motivate and inspire a team.

– Exceptional problem-solving and decision-making abilities. – Excellent communication and interpersonal skills.

– Proficiency in Paypal, Klarna, and other customer service software, CRM systems, and relevant tools.

– Ability to multitask, prioritize work, and meet deadlines in a dynamic environment.

 

Salary and Benefits:

– Competitive salary

– Full time opportunity

– Remote work

Hourly rate: Starting at $10/H (negotiable)

If interested, kindly send your application.