**Job Title: Shopify E-commerce Customer Service Manager** **Location:** Bombay - Mumbai **Job Type:** Full-Time **Reports to:** Founder **Job Summary:** The Shopify E-commerce Customer Service Manager will oversee and manage the customer service team to ensure excellent customer support for our online store. The role involves developing strategies to enhance customer satisfaction, managing customer inquiries, and maintaining high service standards. The ideal candidate will have a strong background in e-commerce, particularly with Shopify, and possess excellent leadership and communication skills. **Key Responsibilities:** 1. **Team Management:** - Lead and supervise the customer service team, including hiring, training, and performance evaluations. - Develop and implement customer service policies and procedures. - Monitor team performance and provide regular feedback to ensure high service standards. 2. **Customer Support:** - Manage and resolve escalated customer issues through various communication channels (email, chat, phone, social media). - Ensure timely and accurate responses to customer inquiries and complaints. - Implement strategies to improve customer satisfaction and retention. 3. **Operations Management:** - Oversee daily operations of the customer service department. - Monitor and analyze customer service metrics and KPIs to identify areas for improvement. - Collaborate with other departments (e.g., sales, marketing, logistics) to ensure a seamless customer experience. 4. **Shopify Platform Management:** - Utilize Shopify\xe2\x80\x99s tools and features to manage customer interactions and orders. - Stay updated with Shopify updates and integrate new features to improve customer service operations. - Troubleshoot and resolve any Shopify-related issues impacting customer experience. 5. **Process Improvement:** - Continuously assess and improve customer service processes and workflows. - Implement and maintain customer service software and tools. - Develop and deliver training programs for the customer service team. 6. **Reporting and Analysis:** - Prepare regular reports on customer service performance and present findings to senior management. - Analyze customer feedback and trends to recommend actionable improvements. - Manage customer service budgets and ensure cost-effective operations. **Qualifications:** - Bachelor\xe2\x80\x99s degree in Business, Marketing, Communications, or related field. - 3+ years of experience in customer service management, preferably in e-commerce. - Strong experience with the Shopify platform is essential. - Excellent leadership and team management skills. - Strong problem-solving and conflict resolution abilities. - Excellent verbal and written communication skills. - Proficiency in customer service software and tools (e.g., Zendesk, Freshdesk). - Ability to work in a fast-paced environment and handle multiple tasks simultaneously. **Preferred Qualifications:** - Experience with other e-commerce platforms (e.g., WooCommerce, Magento). - Knowledge of SEO and digital marketing strategies. - Familiarity with CRM systems and practices. **Benefits:** - Competitive salary and performance bonuses. - Health, dental, and vision insurance. - Paid time off and holidays. - Opportunities for professional development and career advancement. - Employee discounts on company products. **Application Process:** To apply, please submit your resume and a cover letter detailing your experience and why you are the ideal candidate for this position. **Company Description:** Bombay Snacking P Ltd is a leading e-commerce retailer specializing in healthy snacking. We are committed to providing our customers with high-quality products and exceptional service. Our dynamic team works collaboratively to drive innovation and success in the e-commerce space. For more information, visit our website at [https://svasthyaa.com](https://svasthyaa.com) and follow us on Instagram at [@svasthyaaorganics](http://instagram.com/svasthyaaorganics/). Job Type: Full-time Pay: \xe2\x82\xb918,000.00 - \xe2\x82\xb924,000.00 per month Benefits:

• Leave encashment

Schedule:

• Day shift

Supplemental pay types:

• Performance bonus

Education:

• Bachelor\'s (Preferred)

Experience:

• total work: 1 year (Required)

Work Location: In person Application Deadline: 30/06/2024 Expected Start Date: 15/07/2024 Job Type: Full-time Pay: \xe2\x82\xb918,000.00 - \xe2\x82\xb924,000.00 per month Benefits:

• Paid sick time

Schedule:

• Day shift

Supplemental pay types:

• Performance bonus

Experience:

• total work: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• English (Required)

Work Location: In person Application Deadline: 02/07/2024
Expected Start Date: 15/07/2024