KrisShop seeking a dynamic and experienced Assistant Customer Experience Manager to join our team. This position is designed for an individual who excels at both high-level strategy and detailed execution. The ideal candidate possesses a strong blend of strategic thinking, project management capabilities, and a deep, practical understanding of customer service. If you are a proactive problem-solver with a passion for creating outstanding customer experiences, we want to hear from you.
Key Responsibilities
1. Strategic Market Launches & Initiatives
- Lead the end-to-end customer service setup for new strategic market launches, acting as the central point of contact for all CX-related workstreams.
- Collaborate closely with multiple internal and external stakeholders, including Marketing, Logistics, IT, and local partners, to ensure a cohesive and seamless delivery of customer experience for KrisShop's customers.
- Develop and establish the foundational customer service strategy and Standard Operating Procedures (SOPs) for new markets, ensuring all processes are designed for consistency, quality, and future scalability.
- Translate high-level business objectives into actionable customer service plans, defining deliverables and requirements for strategic projects.
2. Process and System Improvements
- Lead transformation projects aimed at improving existing systems, workflows, and service quality across the organization.
- Develop, document, and continuously refine current Standard Operating Procedures (SOPs) and best practices for customer servicing
- Champion the optimization and use of the Zendesk platform, including creating a robust knowledge base and leveraging its self-service tools (e.g., Guide, Answer Bot), to improve efficiency and customer empowerment.
3. Customer & Escalation Management
- Handle a portfolio of customer inquiries and escalations via multiple channels, ensuring timely and effective resolution in line with our brand promise.
- Serve as a senior point of escalation for complex customer issues, demonstrating exceptional problem-solving and conflict resolution skills.
- Provide coaching, guidance, and real-time support to customer service team members, fostering their professional growth and ensuring consistent service quality.
- Maintain a customer-centric approach, always striving to turn a challenging situation into a positive experience.
- Monitor and manage key performance indicators such as customer satisfaction (CSAT), Net Promoter Score (NPS), and First Response Time (FRT).
Qualifications & Skills
Required Qualifications & Experience:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Proven experience in a customer service management role, preferably in an e-commerce or retail environment.
- Strong project management skills with a track record of successfully leading and delivering projects related to process or system improvements.
- Demonstrable experience in managing customer escalations and resolving complex issues.
- Experience in developing and implementing customer service SOPs and best practices on a team or global level.
Essential Skills & Competencies:
- Strategic Thinker: Ability to think big picture and develop long-term strategies while also being able to execute on the details.
- Exceptional Communicator: Excellent verbal and written communication skills, with the ability to articulate complex information clearly and concisely to diverse stakeholders.
- Problem-Solver: Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Change Agent: Ability to drive change, influence others, and work collaboratively across functions to achieve shared goals.
- Adaptable & Resilient: Thrives in a fast-paced, dynamic environment and can effectively manage ambiguity and competing priorities.
Technical Requirements
- CX Platform Expertise: Proven expertise in Customer Experience platforms, particularly the Zendesk suite. This includes the ability to independently configure triggers and automations, build custom reports and dashboards in Zendesk Explore, and manage knowledge bases in Zendesk Guide.
- Marketplace Platform Familiarity: Familiarity with the operational and customer service workflows of marketplace platforms such as Mirakl or other similar enterprise-level solutions.
- Enterprise Suite Familiarity: Working knowledge of how customer service functions interact with a broader enterprise technology stack. Specific familiarity with Microsoft ERP (e.g., Dynamics 365) and the Adobe Commerce (Magento) suite is highly desirable.
- GenAI and Automation: A strong interest and understanding of the application of Generative AI, automation, and chatbot technology in a modern customer service environment to enhance agent productivity and improve customer self-service capabilities.
