eCommerce customer service

About us:

Zap group is the owner of the largest B2C websites in Israel.

We provide a broad and rich digital platform for SMBs (small and medium-sized businesses) enabling them to reach their customers and achieve growth while offering users advanced comparison tools and a convenient search experience to conduct wise purchasing decisions.

About the job:

We are looking for a dynamic and experienced eCommerce customer service to elevate our customer experience strategies. This role is pivotal in ensuring seamless operations and delivering unparalleled support to our valued customers.

Key Responsibilities:

1. Manage a team of customer service representatives to ensure efficient and effective handling of customer inquiries, complaints, and requests.
2. Develop and implement strategies to improve customer satisfaction, loyalty, and retention rates.
3. Monitor team performance, including call quality, response times, and resolution rates, and provide coaching and feedback to team members.
4. Collaborate with cross-functional teams, including sales, marketing, and operations, to enhance the overall customer journey and experience.
5. Analyze customer data and feedback to identify trends, issues, and opportunities for improvement in service delivery.
6. Develop and maintain standard operating procedures (SOPs) for customer service operations to ensure consistency and quality of service.
7. Stay updated on industry trends and best practices in customer service and eCommerce to drive innovation and continuous improvement.

Qualifications:

• 3+ years of experience in eCommerce service management.
• Excellent communication and problem-solving abilities.
• Proficiency in customer service platforms and analytics tools.
• Proven track record of improving customer satisfaction and loyalty.