Customer Service Manager

Who are we?

A story of success, an impulse for innovation, and a relentless pursuit of simple, high-performing oil-infused beauty products fashioned an iconic brand: Moroccanoil. What began over a decade ago as a single, revolutionary product that pioneered a new category in the beauty industry has grown into a full line of hair, body, and professional hair color products, all infused with our signature argan oil and sold in more than 90 countries! Since 2007 we have established offices across the globe in Canada, USA, Israel, and Japan, with over 700 employees, and continue to grow. Our passion is to create luxurious beauty products that inspire confidence and empower individuality.

What you'll do:

• Develop and execute customer service strategies aligned with the company overall objectives and values.
• Develop service procedures, policies and standards.
• Manage the customer service agents – including training, coaching and performance management with clear team goals and KPI’s.
• Oversee the resolution of customer inquiries, issues and escalations in a timely and satisfactory manner.
• Ensure a consistent and high-quality customer experience across all communications channels.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile reports to present areas for improvement, customer feedback and customer insights.
• Adhere to and manage the approved budget, ensuring efficient allocation of resources.
• Continuously improve and streamline customer service processes to enhance efficiency and effectiveness.
• Stay updated on industry trends and best practices in customer service.

All you need is:

• BA degree in Business Management or related field.
• Proven working experience as a Customer Service Manager at least 5 years.
• Proven working experience as a CI (Continuous improvement) at least 2 years.
• Experience in a consumer goods company.
• Experience in beauty care companies/ global companies - advantage.  
• Proficiency in English – verbal and written. 

Why you will love this job:

• You will have the opportunity to work in a multinational environment for the global market leader in luxury cosmetics.
• Collaboration with multi-international customers and teams across the globe.
• You’ll have the chance to collaborate, innovate, and succeed together.