Customer Service Manager

6 days ago

กรงเทพมหานคร, Thailand J.M. Gemini Personnel Ltd. Full time

**Recruitment on behalf of our Client**

**Job Title: Customer Service Manager**

**Location: Fully Remote**

**Report to: Co-Founder**

**Company Name: Figured Art**

**About Figured Art**:
**Responsibilities**:
As a Customer Service Manager, you will:

- Develop and implement customer service policies, procedures, and standards to ensure a consistent and high-quality customer experience across all communication channels.
- Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing strategies to achieve and exceed targets.
- Collaborate with internal departments (e.g., Marketing, Sales, IT) to develop strategies for improving customer engagement and retention.
- Coordinate with the teams responsible for each of the seven websites to ensure seamless communication and maintain a strong understanding of specific market requirements and customer expectations.
- Stay up-to-date with the latest trends in customer service and social media engagement, proactively recommending new tools or platforms to enhance the customer experience.
- Manage the Zendesk platform, ensuring efficient and effective use of its features to optimize customer service operations.
- Conduct regular performance reviews, provide coaching and training to the customer service team, and create opportunities for professional development and growth.
- Handle escalated customer issues, providing solutions that meet both company objectives and customer satisfaction.

**Requirements**:

- A minimum of 5 years of experience in a customer service management role, preferably within e commerce or the arts and crafts industry.
- Fluency in English. Fluency in any of the following language would be a plus: French, German, Spanish, Italian, or Dutch.
- Strong leadership and team management skills, with a proven track record of developing and motivating high-performing teams from different nationalities working remote.
- Excellent communication and interpersonal skills, with the ability to effectively handle difficult situations and maintain a customer-focused mindset.
- In-depth knowledge of customer service best practices, trends, and tools, including experience with Zendesk or similar customer service platforms, and Shopify.
- A strong understanding of social media platforms and strategies for engaging customers across different channels.
- The ability to analyze data and metrics to drive continuous improvement in customer service performance.
- A passion for the arts and crafts industry and a commitment to delivering an exceptional customer experience.

**What the company offers**:

- Flexible working schedule.
- Remote work opportunity.
- Rapid career growth opportunities as we continue to expand.
- Direct interaction with the company founders.
- A dynamic, innovative, and supportive work environment.
- Significant opportunities for motivated individuals to advance and take on new projects and responsibilities within the company.
- The chance to be an integral part of a fast-growing and leading brand in the DIY craft hobby industry.

**Join to contribute to shaping the future of DIY craft hobby products This company is rapidly growing and on track to become the number one brand worldwide in its category.**

Pay: ฿65,000.00 - ฿92,000.00 per month

Work Location: In person

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