GlassesUSA has been disrupting the traditional eyewear industry, becoming the fastest growing and leading online eyewear retailer in the world with millions of customers. Our cutting edge in-house technologies and data-driven philosophy constantly keep us on the .frontline of the global eCommerce B2C industry
Our Customer Experience team is looking for an experienced & driven B2C Customer Service Manager to lead our customer service team
What You’ll Do
Monitoring day-to-day operations in the customer service department.
Managing global customer service teams remotely
Maintaining, Creating, and implementing effective customer service procedures policies and standards cross teams to improve quality of service.
Monitoring, assessing, and managing relevant KPIs and metrics cross team while evaluating agent and representative performance
Anticipate and resolve team and customer conflicts
Identifying customer needs and respective process implementation
Collaborate with cross-company teams to create and manage workflows in order to ensure customer satisfaction.
What do you need to have?
Minimum 2 years previous experience in managing support/customer service team - A must
Experienced with North American customer base - A must
Proficiency in English written communication skills - A must
Working knowledge of customer service software, databases, and tools
Excellent customer care and focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
Able to analyze data and sales statistics and translate results into better solutions
Self-motivated and self-directed
Customer-focused for a positive customer experience and resolution
Proficiency in Microsoft Office and excel
Role located in Ramat HaChayal, Tel Aviv.