قائد فريق علاقات العملاء

Responsibilities

• Supervise the existing Customer Service team, ensuring timely, professional, and accurate responses to customer inquiries.
• Assign daily tasks, monitor workloads, and follow up on team performance and service quality.
• Provide coaching and support to improve customer handling and problem-solving skills.
• Handle escalated customer complaints and follow up until resolution.
• Process and follow up on exchange and return requests through Shopify in accordance with company policies.
• Search for and track customer orders through Shopify to investigate and resolve order-related issues.
• Check stock availability when handling customer orders, exchanges, and replacement requests.
• Report customer-reported product quality issues to the Quality Control team and coordinate follow-up.
• Maintain accurate records of customer complaints, requests, and resolutions.
• Prepare regular reports on team performance, recurring customer issues, and improvement opportunities.

Desired Candidate Profile

Requirements

• 2-3 years of experience in customer service or customer relations, including experience supervising a team.
• Hands-on experience using Shopify for customer order tracking, returns, exchanges, and stock availability checks.
• Strong leadership, coaching, and team coordination skills.
• Excellent communication and customer complaint resolution skills
• Strong organizational skills, attention to detail, and the ability to prioritize multiple customer requests.
• Ability to coordinate effectively with internal teams to resolve customer issues.
• Ability to work independently and manage a team remotely.
• Availability to attend the office when required for meetings or specific business needs.