Our client is seeking a proactive Customer Care Manager who will design and carry out the customer care function for the organization. This role is responsible for all customer interactions from the point of interest to the leaving of a final review, to include inquiries, ordering support, order fielding, return requests, dispute resolution, and online reviews.
The right candidate for this position is highly detail-oriented and cares a great deal about customer experience and documenting systems such that the customer experience is consistent moving forward, regardless of which team member the customer encounters. Our client is working hard to create a personal connection with our customers and we want them to feel specially treated with priority and kindness. This role would be conveying a boutique-style support experience to/for the customer.
This role reports to the CEO and will work collaboratively with the Order Fulfillment Manager.
Customer Care Communication: Handle Customer Support email exchanges via GrooveHD within 24 hours (4-12 hours should be our gold standard - no customer should wait longer than 24 hours on a response of some kind, even if it's simply to say "we're still working on it")
Handle Customer Support Live Chats real time via GrooveHD (gold standard should be less than 10% of our chats are not handled real time & go to email)
Oversee communication channels for continuity on content including email, chats, monthly video, ensuring all is timely and relevant.
Continuously evaluate and make recommendations for customer care support processes to enhance the user's experience based on daily reviews from the website and Amazon.
Take the opportunity to answer questions or comments on all consumer platforms.
Develop and maintain standardized responses and templates for common customer questions and track for additional online FAQ's and SEO opportunities.
Share all inquiries with the Email Marketing Manager for newsletter content.
Reviews follow up - generate responses to all reviews and website questions
Customer Issue Resolution: Address and resolve escalated customer issues, working closely with all team members to ensure customer satisfaction.
Track issues by creating an "Issue Log" with topic, date, time, customer information, and the resolution that was met.
Handle returns & refunds (via Shopify/PayPal/Braintree) & communications (via GrooveHD) - offering to "make it right" with an appropriate "fix" as detailed in our standard practices.
Generate customer discount codes, as needed
FBA shipment paperwork - Filing/Responding to A to Z Claims as needed
Customer Website Issues: Help customers fix, change, add, delete accounts and subscriptions, including creation of self-serve video tutorials for these purposes
Complete website tasks on behalf of customers, including unsubscribing, changing addresses, updating orders, etc.
Resend password reset or account invites to customers
Invoice customers for special requests, orders, etc.
Maintain awareness of customer concerns (website issues, product concerns, etc.) and report them to the appropriate team members.
Shipping Support:
Handle and track returns, refunds, exchanges, incorrect items, cancellations, address changes, mishandled packages, etc
Mark large shipments as signature required to cut down on customers claiming they did not receive items we shipped
Investigate and manage chargebacks, in collaboration with the Order Fulfillment Manager
Internal Reporting/Sales: Watch to be sure payments are being captured properly in PayPal (batch captures)l, manually capture them on a weekly basis, as needed.
Generate sales reports for pay periods to reflect sales from Shopify and Amazon channels.
Establish a baseline of key performance indicators (KPI's) such as response times, resolution time, customer satisfaction scores through reviews and surveys and report on overall metrics.
Managing Affiliates: Track affiliate work - verify, count, and generate pay monthly
Create reports of affiliate activity for payment quarterly to begin with, and more frequently based on volume.
Assist affiliates with account navigation.
Technology and Tools: Stay current on customer support technologies and tools and implement systems that enhance efficiency and the overall customer experience: Groove, Live chat, CRM and customer feedback reports
Review systems in use and make recommendations for improvements.
Troubleshoot tools and website issues
Cross-functional Collaboration: Collaborate with other departments, such as marketing, sales, and product development, to share customer insights and improve overall business operations.
Communicate customer feedback to relevant teams for product and service improvements.
Job Skills & Qualifications Required: High school diploma or equivalent
Experience in fielding customer service inquiries
Strong written communication skills
Proficiency with basic computer skills, Google Suite, and online tools as needed
Strong problem solving abilities
Ability to manage multiple tasks at once
Capacity to troubleshoot and self-teach new technology applications
Strong empathy for the customer experience and ability to predict customer needs and desires
Strong prioritization skills and an ability to remain flexible within those priorities
English proficiency
Preferred: Understanding of American vs. South African English conversational tones and styles
Proficiency in Shopify, Groove, ShipStation, Braintree, and Amazon selling platforms
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