Customer Experience Manager
1 week ago
**Job Summary**
Trinity Resource Solutions is seeking a highly skilled Customer Service Team Lead to join our team. As a key member of our customer service team, you will be responsible for managing a team of customer service agents, ensuring excellent customer service, and driving process improvements.
**Key Responsibilities:**
- **Team Management**: Manage a team of customer service agents, providing guidance, support, and coaching to ensure excellent customer service.
- **Customer Service**: Effectively manage customer interactions, including calls, emails, and chats, to resolve issues and provide solutions.
- **Process Improvement**: Identify areas for process improvement and implement changes to enhance customer service and team efficiency.
- **Reporting and Analysis**: Analyze customer service metrics and provide insights to inform business decisions.
- **Ad-hoc Duties**: Perform other duties as assigned by the Line Manager to support the team and business objectives.
**Requirements:**
- **Experience**: 2+ years of experience in team management and customer service, preferably in an ecommerce environment.
- **CRM Experience**: Experience with CRM systems, ideally Salesforce.
- **Ecommerce Knowledge**: Thorough understanding of ecommerce processes, from conversion to fulfillment to customer service.
- **Soft Skills**: Self-motivated, passionate, and enthusiastic approach to work, with excellent communication and interpersonal skills.
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