GOFO
Customer Service Manager
1 day ago Be among the first 25 applicants
This range is provided by GOFO. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Responsibilities
Manage the customer service team, handle customer inquiries related to returns, last‑mile delivery and so on.
Oversee daily operations of phone‑based customer service to ensure timely and professional responses to customer inquiries.
Ensure the team is proficient in handling returns, order inquiries, and general customer issues.
Monitor performance metrics including call handling time, first‑contact resolution rate, and customer satisfaction.
Provide training and support to the team, optimize processes to enhance service quality.
Document return processing, generate reports, and propose improvement recommendations.
Regularly analyze customer feedback and complaints to drive issue resolution.
Collaborate with Operations, Sales, IT, and other departments to standardize customer service and return management processes.
Qualifications
Bachelor's degree or higher; fluent in English.
Experience managing customer service teams, preferably in logistics/e‑commerce.
Demonstrated leadership ability to motivate and coach teams, also able to drive performance improvement.
Excellent communication skills with familiarity in telephone customer service.
Proficiency in CRM systems and related customer service tools.
Understanding of call center systems and quality monitoring tools.
Ability to thrive in fast‑paced environments, efficiently handle multiple tasks, and meet deadlines.
Job Details
Seniority level: Associate
Employment type: Full‑time
Job function: Customer Service and Public Relations
Industries: Business Consulting and Services and Transportation, Logistics, Supply Chain and Storage
Additional Information Referrals increase your chances of interviewing at GOFO by 2x
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This range is provided by GOFO. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Responsibilities
Manage the customer service team, handle customer inquiries related to returns, last‑mile delivery and so on.
Oversee daily operations of phone‑based customer service to ensure timely and professional responses to customer inquiries.
Ensure the team is proficient in handling returns, order inquiries, and general customer issues.
Monitor performance metrics including call handling time, first‑contact resolution rate, and customer satisfaction.
Provide training and support to the team, optimize processes to enhance service quality.
Document return processing, generate reports, and propose improvement recommendations.
Regularly analyze customer feedback and complaints to drive issue resolution.
Collaborate with Operations, Sales, IT, and other departments to standardize customer service and return management processes.
Qualifications
Bachelor's degree or higher; fluent in English.
Experience managing customer service teams, preferably in logistics/e‑commerce.
Demonstrated leadership ability to motivate and coach teams, also able to drive performance improvement.
Excellent communication skills with familiarity in telephone customer service.
Proficiency in CRM systems and related customer service tools.
Understanding of call center systems and quality monitoring tools.
Ability to thrive in fast‑paced environments, efficiently handle multiple tasks, and meet deadlines.
Job Details
Seniority level: Associate
Employment type: Full‑time
Job function: Customer Service and Public Relations
Industries: Business Consulting and Services and Transportation, Logistics, Supply Chain and Storage
Additional Information Referrals increase your chances of interviewing at GOFO by 2x
Get notified about new Customer Service Manager jobs in
New York, United States .
#J-18808-Ljbffr