[Hiring] Customer Service Manager @vidagroup
Feb 01, 2025 - vidagroup is hiring a remote Customer Service Manager. 💸 Salary: $1,000–$1,500 per month. 📍Location: South Africa.
Role Description
The Customer Service Manager is responsible for hiring and managing the customer service team, including supervisors and representatives, while ensuring high-quality customer interactions and team performance. This role involves scheduling, resolving escalations, providing training, and handling service issues beyond agent capability. The CSM will also oversee team operations, implement service policies, and address customer concerns in alignment with company objectives.
- Oversee daily customer service operations to ensure a seamless and positive customer experience.
- Optimize customer service systems and processes in collaboration with cross-functional teams, ensuring efficient platform functionality and proactively resolving service disruptions.
- Collaborate with the Senior Manager of Operations & Customer Service to implement policies and procedures that enhance service efficiency and align with company goals.
- Manage escalations and resolve complex customer issues while mediating team conflicts as necessary to maintain a productive work environment.
- Lead and develop the customer service team through training, coaching, and ongoing professional development in best practices and service excellence.
- Monitor and analyze team performance using Gorgias metrics (such as response time, resolution rates, and CSAT scores) and company quality assurance processes, providing regular reports with insights and recommendations for continuous improvement.
- Maintain organized records of customer interactions and service data to drive operational improvements.
- Ensure a professional and efficient workspace and workflow.
Qualifications
- Strong customer service expertise with a focus on assessing customer needs and providing effective solutions.
- Ability to analyze data and sales statistics, translating insights into improved service strategies.
- Excellent verbal and written communication skills in English (speaking, reading, writing); proficiency in phone communication and operating phone systems.
- Relevant skills: leadership, conflict resolution, problem-solving.
- Education: High school diploma or equivalent required; bachelor’s degree in business administration or a related field preferred.
Requirements
- 3+ years in customer service (e-commerce experience preferred).
- 5+ years in a managerial and/or supervisory role.
- Proficiency in Microsoft Word, Excel, PowerPoint, and experience using Shopify, Shopify+, and Gorgias.
- Reliable internet connection and a personal computer.
- Ability to work Eastern Standard Time (EST) schedule.
Benefits
- Salary: $1,000–$1,500 per month.
- Growth Potential: Opportunities for advancement.
- Work Location: Remote.
- Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM EST.
Similar Remote Jobs
More jobs at vidagroup
-
Design 35,000 php - 50,000 php PhilippinesMar 28, 2025
More Customer Service jobs
-
Customer Service unspecified PhilippinesApr 04, 2025
-
Customer Service $35.00 - $40.00 per hour USAApr 04, 2025
More jobs in South Africa
-
Data Analysis unspecified South AfricaApr 04, 2025
-
Software Development unspecified South AfricaApr 04, 2025
Kickstart Your Job Search
Unlock 55,016 additional remote jobs, advanced search & email notifications
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
| đź“Ť | Be aware of the location restriction for this remote position: South Africa |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
$1,000–$1,500 per month
|
Remote
Location
South Africa
|
|
Job Type
full-time
|
Posted
Feb 01, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: South Africa |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
