Customer Service Agent, Customer Service Lead, Customer Service Manager
Responsabilități:
Customer Service Agent:
Provided multi-channel support (email, chat) and resolved
day-to-day inquiries.
• Maintained high CSAT and response efficiency in a high-volume
environment.
• Followed internal procedures and contributed to knowledge base
updates
Handled escalated and sensitive customer cases.
• Mentored junior agents and provided on-the-job training and
feedback.
• Acted as a key liaison between frontline agents and team
leadership.
Customer Service Lead:
Supervised a team of customer service agents; monitored
real-time performance.
• Resolved complex or escalated customer cases with urgency and
professionalism.
• Designed and delivered training sessions to improve product
knowledge and customer handling.
• Held 1-on-1 coaching sessions to support growth and close
performance gaps
Customer Service Manager:
Led a customer service department handling high-volume
inquiries via email, chat, and social media.
• Oversaw team performance: monitored KPIs, ensured SLAs,
conducted weekly team reviews.
• Collaborated daily with the eCommerce department on logistics,
stock, returns, and disputes.
• Managed reporting: generated performance dashboards for senior
leadership.
• Supported cross-team initiatives: return management,
chargebacks, PayPal/Sezzle disputes.
• Delivered weekly KPI updates to leadership and eCommerce
teams.
