We are looking to recruit an mCommerce Manager to manage our online ordering platform. This person will be responsible for undertaking various developmental plans that would help in increasing the product sales and services on the mCommerce platform.
Responsibilities
Provide guidance, mentorship, and leadership to our team, enabling them to improve their processes and procedures both internally and customer-facing
Identify and quantify key factors for customer success, lead the process to create & implement those solutions among cross-functional teams, and measure the efficacy of those solutions
Resolve root cause of customer issues, as well as barriers to team productivity, quality & accuracy of customer interactions
Improve time to resolution for customer issues
Identify technical issues that may prevent customer from reaching desired outcome in a timely manner
Build decision trees and scripts to effectively resolve customer issues and reduce variation between agents
Implement a customer service agent training program
Maximize customer service scores across our channels
Qualifications
Direct experience with improving customer-facing order fulfillment, returns, and exchange processes
Passionate customer advocate with experience in a senior m-commerce customer service role, with proven process improvement abilities
Strong communication & interpersonal skills
Strong organizational, analytical, and problem-solving abilities
Project Management experience
Strong mCommerce acumen and knowledge of best practices
