**Job Title: Online Customer Support Manager**
**Company: Stylist in Pocket Technologies**
**Location: Cebu, Central Visayas, PH**
**Job Type: Part-time**
**Seniority: Associate Level**
**Years of Experience: 5**
**Deadline to Apply: September 28, 2024**
**Company Overview:**
At Stylist in Pocket Technologies, we envision a world where every individual can express their unique style effortlessly. Our innovative platform connects users with personalized styling services and tools, making fashion accessible and enjoyable. We are committed to creating an inclusive environment for all team members and customers.
**Position Overview:**
As the Online Customer Support Manager, you will be the frontline of our customer engagement. You will enhance customer satisfaction through prompt, effective resolution of inquiries, leading our support team in delivering exceptional experiences. Your creativity and strategic planning will help us meet dynamic business needs and exceed customer expectations, ensuring that our services resonate with our users' fashion aspirations.
**Key Responsibilities:**
- **Team Leadership:**
- Manage and motivate the online customer support team to deliver high-quality service.
- Conduct regular performance evaluations and provide constructive feedback for improvement.
- Facilitate training sessions to improve product knowledge and customer interaction skills among team members.
- **Customer Interaction:**
- Serve as the point of escalation for complex customer issues and inquiries, ensuring they are addressed rapidly and effectively.
- Maintain a friendly and resilient demeanor, fostering a positive connection with customers via email, chat, and social media platforms.
- Develop strategies to enhance customer satisfaction and loyalty, leveraging customer feedback for continuous improvement.
- **Process Optimization:**
- Analyze customer support metrics to identify trends and areas for improvement in the customer service process.
- Collaborate with the technology and product teams to streamline support tools, ensuring they meet customer and operational needs.
- Implement innovative solutions to enhance the efficiency of customer support operations, aligning with broader business strategies.
- **Strategy Development:**
- Develop and execute customer support strategies aligned with the company's goals and objectives, ensuring a proactive approach to customer engagement.
- Conduct competitive research to benchmark service strategies against industry standards and customer expectations.
- **Reporting and Analytics:**
- Prepare and deliver detailed reports on customer support performance, identifying major themes and opportunities for improvement.
- Establish Key Performance Indicators (KPIs) for the support team and ensure they are met consistently.
**Qualifications and Requirements:**
- **Experience:**
- Minimum 5 years experience in a customer support role, with at least 2 years in a managerial or supervisory capacity.
- Proven track record of improving customer satisfaction and retention rates.
- **Education:**
- Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Skills:**
- Exceptional communication skills with the ability to convey information clearly and confidently.
- Strong analytical and problem-solving capabilities, with a keen sense of creativity and strategic planning.
- Familiarity with customer support software and CRM tools.
**Personality Traits:**
- Resilient: Ability to stay calm and effective in high-pressure situations.
- Confident: Assured in decision-making and capable of leading a team with authority and poise.
**Soft Skills:**
- Creative approach to problem-solving and customer engagement.
- Strategic thinking with the ability to foresee challenges and develop actionable plans.
**Benefits:**
- Remote work flexibility allowing for a comfortable work-life balance.
- Disability insurance to support your well-being.
- Coverage for travel and spending expenses related to work duties.
**Working Environment:**
We pride ourselves on our flexible work environment that rapidly adapts to change with speed and efficiency. We prioritize collaboration and innovation, fostering an atmosphere where every team member is empowered to contribute ideas and improvements.
**Equal Opportunity Statement:**
Stylist in Pocket Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
**How to Apply:**
If you meet the qualifications and are excited about the opportunity to contribute to a dynamic team at Stylist in Pocket Technologies, please submit your resume and cover letter detailing your relevant experience and vision for the role by September 28, 2024. We look forward to hearing from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
