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Online Customer Service Manager - Upwork

Biudžetas 501-1000 Eur
Sukurta: 2019-04-03
Baigiasi: 2019-04-10
Siūlo: Nėra
Apibūdinimas: Job Summary:

A multi-brand ecommerce company is looking to recruit an online customer service manager to lead our virtual customer service team.

This role will have primary responsibilities for managing our internationally based customer service team, who provide online customer service for our range of ecommerce brands that are sold on Amazon and through own brand websites.   We run a boutique agency and our clients expect white glove service.

You will ensure customer service is being given to the highest level, and that KPIs are being met.

This role requires strong customer service and management skills, detail orientation, and an extremely pro-active, self-starter attitude.     

The role also requires excellent time management,  planning skills and the ability to lead and inspire others to achieve a common goal.

Specific Tasks and Responsibilities

Manage the customer service team on a day to day basis, ensure customer queries are being dealt with in a timely manner and are consistent with the individual brand standards.

Keep your knowledge and expertise up to date with regards to industry best practices and new changes in Amazon’s terms and conditions that relates to customer service standards. Put forward suggestions that can be integrated into and used to improve our customer services standards.

Improve customer service experience, create engaged customers and facilitate organic growth

Take ownership of customers issues and follow problems through to resolution

Set a clear mission and deploy strategies focused towards that mission for the entire customer experience team.

Develop service procedures, policies and standards

Keep accurate records and document customer service actions and discussions

Attend leadership huddle with management - distill information down to team members with daily video update calls.

Analyse statistics and compile accurate reports

Assist with recruiting, mentoring and developing customer service agents and nurture an environment where they can excel through encouragement and empowerment

Keep ahead of industry developments and apply best practices to areas of improvement

Control resources and utilise assets to achieve KPIs

Knowledge and Skills

Experience in delivering and managing online customer service and online teams.

Working knowledge of customer service software, databases and tools

Well-developed interpersonal skills.  Ability to get along diverse personalities.  Tactful, mature, and well spoken.       

Discerning judgment, willing to stand up for best use of company’s time and financial resources.  Resource management experience.       

Excellent English communication skills – written and verbal.

The Ideal Candidate for this Position:

The ideal person for this role is very energetic and results-driven.

The ideal candidate is passionate about online business and customer service, and stays up to date with the latest strategies and news. You prioritise self development in both a personal and professional capacity.

The ideal candidate has at least three years’ experience in the online business world, and is comfortable with a rapid paced, ever changing work environment.  

Must be willing to work different hours, handle fires, and learn new technologies/marketing techniques when required for growth.


This is a long term, part-time position offering approx 25 hours per week initially, through there is potential for it to grow into full time very quickly. Some weekend work will be required, although not more than a couple of hours over weekends.

We are looking for someone who can grow further into the role, and increase their hours as required.

The role is on an initial 3 month probationary period, with regular communication with business owner to discuss progress, any challenges that arise and how we can continually improve going forward.

Because this role will involve responsibility for managing team members, it would be essential for advance notice to be given to CEO of any weeks that you would be unavailable to perform your role, e.g. because of travel/holidays, so that arrangements can be made take over your responsibilities for that time.

Much of the work can be completed at the time of day most suitable for you, although certain aspects would be time sensitive and require immediate action or your commitment at a specific time - e.g. responding to an urgent query from a team member, participating in team meetings etc.


Competitive and commensurate with experience.

Posted On: April 03, 2019 03:00 UTC
Category: Customer Service > Customer Service

Skills: Administrative Support, Answered Tickets, Answering Product Questions, Chat Support, Checking Order Status, Customer Satisfaction, Customer Service, Customer Support, Data Entry, Email Handling, English, Google Docs, Phone Support, Team Facilitation, Virtual Assistant
Location Requirement: Only freelancers located in the United States may apply.

Country: United States
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Operacinė Sistema: Linux
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