Posted on: 8/11/2022

Job type: Permanent

Sector: FMCG

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Company profile
Our client produces high quality cosmetics and skincare products with effective ingredients that can be found around the world. They have a strong passion for beauty and the environment so they seek great talent to join their team.

What we are looking for:
An eCommerce Customer Service Manager that supervises, motivates, and coordinates the activities of customer service representatives to develop a culture of exceptional service that nurtures and elevates the perception of our client’s brand.

Main Responsibilities:

  • Resolves customer complaints or answers customers' questions regarding policies and procedures, order status, shipments, payments, refunds, etc. in a timely and pleasant manner.
  • Monitors customer service phone calls, chat messages and emails for quality assurance purposes.
  • Works on improving customer experience by conducting surveys and collecting feedback
  • Supervises the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures.
  • Creates and implements departmental policies, procedures, and service standards in conjunction with management.
  • Discusses job performance problems with employees to identify causes and issues and to work on resolving problems.
  • Prepares and issues work schedules, deadlines, and duty assignments for customer service representatives.
  • Research, compiles, and prepares reports required by management.
  • Coordinates activities with other supervisory personnel or with other work units or departments.
  • Develops or updates department procedures, policies, or standards, and keeps them updated on all appropriate channels.
  • Designs, implements, or evaluates staff training and development programs, customer service initiatives, or performance measurement criteria.
Candidate Requirements:
  • Education: Bachelor's degree preferred
  • Experience: 3-5 years' experience in ecommerce customer service
  • Ability to provide outstanding customer service support
  • Understanding of various management practices and techniques
  • Excellent communication and leadership skills
  • Ability to work under pressure


Eugenia Trinidad
00 52 55 1998 4000
Morgan Philips Executive Search
Av. Miguel Cervantes Saavedra 233 - Piso 9
CP. 11520 - CDMX Col. Granada – Del. Miguel Hildalgo

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Reference: US843526
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