E-commerce Support Manager

2 days ago


Butterworth, Penang, Malaysia Total Marketing & Distribution Sdn Bhd Full time

Job Title: E-commerce Support Manager

About the Job:

We are looking for an experienced E-commerce Support Manager to manage customer inquiries, resolve issues, and optimize customer experiences to drive sales and retention in the E-commerce industry. As a key member of our team, you will be responsible for developing and implementing strategies to improve customer satisfaction, retention, and loyalty.

Responsibilities:

  • Manage customer inquiries, complaints, and feedback through various channels such as email, chat, and phone.
  • Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
  • Collaborate with cross-functional teams including Sales & Marketing, Digital Marketing, and Operations to enhance customer support processes.
  • Monitor and analyze customer support metrics to identify areas for improvement and implement solutions.
  • Conduct regular training sessions to enhance the team's skills and knowledge in customer service best practices.

Requirements:

  • Excellent communication skills to interact effectively with customers and internal teams.
  • Strong problem-solving skills to resolve customer issues efficiently.
  • Proficiency in Microsoft Office suite for data analysis and reporting.
  • Proven teamwork, team leadership, and team management skills.
  • Ability to deliver engaging presentations to diverse audiences.
  • Experience in sales & marketing, customer service, and digital marketing.
  • 1-3 years of relevant work experience in a similar role.
  • Post Secondary / Diploma qualification in a related field.


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