Customer Service Manager

Qualifications and Skills

• Experience: Minimum 2+ years in a customer service management or supervisory role, preferably in retail or e-commerce, with experience managing remote teams.
• Industry Knowledge: Familiarity with garment retail, particularly knitted apparel (hoodies, t-shirts, sweatshirts, pajamas), including product specifications and customer expectations.
• Leadership: Proven ability to lead, motivate, and manage a team of CSRs in a remote, fast-paced environment.
• Communication: Exceptional verbal and written English communication skills, with the ability to train CSRs to meet North American customer standards.
• Technical Skills: Proficiency in CRM systems, e-commerce platforms (e.g., Shopify), and Microsoft Office Suite.
• Cultural Adaptability: Understanding of USA and Canada customer service expectations, including professional tone, cultural sensitivity, and responsiveness.
• Problem-Solving: Strong analytical and problem-solving skills to handle complex customer issues and improve team performance.
• Education: Bachelor’s degree in business, communications, or a related field preferred; a high school diploma or equivalent required.
• Availability: Willingness to work flexible hours to accommodate USA/Canada time zones (e.g., evening shifts in Pakistan to align with North American business hours).

Work Environment

• Remote Role: Based in Pakistan, managing a remote team of CSRs, with regular virtual communication with USA/Canada teams.
• Tools Provided: Access to CRM software, communication platforms (e.g., Slack, Zoom), and training resources.
• Schedule:
• ( 7 PM–2 AM PKT).

Key Responsibilities

• Team Leadership: Supervise, train, and mentor a team of Pakistan-based CSRs to deliver high-quality customer service to USA and Canada customers, ensuring adherence to brand standards.
• Customer Interaction Management: Oversee handling of customer inquiries, complaints, and order issues (e.g., sizing, returns, shipping) for knitted apparel, ensuring timely and effective resolutions.
• Process Optimization: Develop and implement customer service policies, procedures, and KPIs tailored to the garment retail industry, focusing on customer satisfaction and retention.
• Escalation Handling: Address escalated customer issues, particularly those involving product quality, delivery delays, or complex returns, maintaining a professional and customer-centric approach.
• Cross-Cultural Communication: Train CSRs to understand and adapt to USA and Canada customer expectations, including cultural nuances, language proficiency, and time zone alignment (e.g., EST, PST).
• Performance Monitoring: Track and analyze team performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and provide regular reports to senior management.
• Technology Utilization: Manage and optimize the use of CRM software, and e-commerce tools to streamline customer interactions and improve efficiency.
• Training and Development: Recruit, onboard, and train new CSRs, fostering a culture of excellence, accountability, and product knowledge specific to knitted apparel (e.g., fabric care, sizing charts).
• Collaboration: Work with USA/Canada-based marketing, sales, and logistics teams to align customer service with business goals, ensuring seamless order fulfillment and customer experiences.
• Compliance and Reporting: Ensure compliance with company policies, data protection regulations (e.g., GDPR for Canada, CCPA for USA), and maintain accurate records of customer interactions.

Job Type: Full-time

Education:

• Bachelor's (Preferred)

Work Location: In person

Application Deadline: 05/09/2025
Expected Start Date: 05/09/2025