Customer Service Lead for Retail Company
5 days ago
Paired is a global staffing and recruiting agency that specializes in pairing remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.
Our client, a US-based retail company is currently looking for a Customer Service Lead. As a Customer Service Lead, you will be responsible for managing the customer service team and ensuring that our customers receive exceptional support and assistance. This is a remote position, allowing you to work from the comfort of your own home or any location of your choice.
**Responsibilities**:
- Lead, mentor, and motivate a team of customer service representatives to deliver exceptional service to customers.
- Develop and implement customer service policies, procedures, and standards to ensure consistent service delivery.
- Manage and lead a team of customer service representatives, providing guidance, training, and support.
- Ensure that all customer inquiries and concerns are addressed in a timely and professional manner.
- Monitor customer service performance metrics and implement strategies to improve efficiency and customer satisfaction.
- Collaborate with other departments to resolve customer issues and provide feedback for process improvements.
- Maintain a strong knowledge of our products, policies, and procedures to assist customers effectively.
- Train new team members on customer service processes, product knowledge, and company policies.
**Requirements**:
- Prior experience in a customer service leadership role, preferably in a retail or e-commerce environment.
- Has experience setting up and managing a customer service system that covers multiple channels (Amazon, Etsy, Shopify & Faire) in different markets.
- Is very organized and has experience writing and organizing clear SOPs within customer service.
- Has excellent/fluent written and verbal English skills
- Is technical and ideally has good experience with Gorgias or similar platforms and can
- Able to set up automated macros and rules that will save the business time and money.
- Has experience hiring and managing other customer service members, ensuring that tickets are resolved, not only quickly but in a manner where the customer feels amazing afterwards.
- Can work with our supply chain team to help them spot quality issues with products and resolve them asap
- Can completely take customer service off our hands and only report back at a high level.
- Strong leadership and team management skills.
- Ability to multi-task and prioritize tasks effectively.
- Proficient in using customer service tools and software.
- Experience with remote team management is a plus.
- Flexible and adaptable to changes in the work environment.
- Available to work US hours.
**Target/Goals**:
- First response within 12 hours (would love to get this to 1 hour over time) with the customer either getting a message to say it’s been resolved, there is a clear plan of action or at the very least to let them know they are working on it and there will be a follow-up response within the next hour.
- All queries need to be resolved and actioned within 24 hours
- Set up efficient and clear rules and systems for others to follow without needing to check what to do; making this scalable regardless of the size we grow to.
- Be able to work with Gorgias and set up in a manner that allows us to respond super quickly.
- Management across all channels and locations.
**Benefits**:
- Competitive salary (USD)
- Work From Home
- Flexible Hours
- Global Exposure
-
Retail Lead, Indonesia
1 week ago
Jakarta, Indonesia Levi Strauss & Co. Full timePurpose - Lead and drive accountability for retail and e-commerce channels /sales strategy, growth & execution - Responsible for the (4 wall) management of the retail channel - Accountable for quality of Retail - productivity and customer service goals - Provide thought leadership and ensure consistent and quality execution in Retail Operations, Brand...
-
Area Supervisor
5 days ago
Jakarta, Indonesia Alphabet Company Full timeAlphabet company is a lifestyle retail and distribution company based in Jakarta. We are looking for Area Supervisor who can lead the teams of sales asisstants and make sure business operations in their assigned area run smoothly in order to meet sales target objective. **Responsibilities**: **Manage Staff** Managing and overseeing store staff in the area....
-
Lead - Retail Development
5 days ago
Jakarta, Indonesia Royal Enfield Full timeJob Requirements Position title Lead - Retail Development Reports to Country Manager Indonesia Job grade Manager Location Jakarta Job Purpose The Retail Development Manager of Indonesia will be responsible for network expansion, dealer management, driving the retail sales, demand generation, service network coverage, customer satisfaction through...
-
District Manager
1 week ago
Jakarta, Indonesia WeNetwork Asia Full timePrior experience as Store Manager within Retail industry is a must **About the Company**: Our Client is a leading MNC retail company with extensive outlets and a strong presence in Indonesia. **Key Responsibilities**: - Responsible to find out new locations and negotiate for the expansion in order to increase business and market share - Coordinate with...
-
Kyc/customer Service Lead
7 days ago
Jakarta, Indonesia Binance Full timeBinance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money. Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution...
-
Customer Services Team Lead
4 weeks ago
Jakarta, Indonesia EXANTE Full time**About EXANTE** EXANTE is a wealth tech company that provides centralized trading solutions and B2B financial infrastructure that helps create value through technology. Our proprietary trading platform enables direct market access to +1M financial instruments, including stocks, ETFs, bonds, futures, and options, from a single multi-currency account. We...
-
Head of Customer Operations
1 week ago
Jakarta, Indonesia PERSOLKELLY Indonesia Full time**Location**: - Jakarta Jakarta**Work Type**: - Full Time**Salary**: - 30000000 to 50000000- PERSOLKELLY is one of the largest recruitment firms in Asia Pacific providing clients with comprehensive end-to-end workforce solutions, enabling us to leverage their connections as one of the largest recruiting firms in Asia Pacific.- We are now seeking a...
-
Customer Service
2 weeks ago
Jakarta, Indonesia Mitra10 Full timeKualifikasi: - Usia maksimal 28 tahun - Pendidikan mínimal SMA/K sederajat - Memiliki pengalaman mínimal 1 tahun sebagai Customer Service di perusahaan retail - Mahir menggunakan Ms. Office - Penempatan Mitra10 Fatmawati - Jakarta Selatan Ability to commute/relocate: - Jakarta: Reliably commute or planning to relocate before starting work...
-
Customer Service Lead E-commerce
2 weeks ago
Jakarta, Indonesia Kawan Lama Full timeGambaran Pekerjaan - Sebagai Customer Service Lead E-Commerce, Anda akan memimpin tim Customer Service dalam operasional proses pembelian, pengiriman dan penanganan keluhan untuk memastikan terpenuhinya kepuasan pelanggan dan kinerja e-commerce. Kualifikasi - Minimal D3 segala jurusan. - Minimal 3 tahun berpengalaman sebagai Customer Service Lead,...
-
Customer Service Team Lead
2 weeks ago
Jakarta, Indonesia Kawan Lama Full timeGambaran Pekerjaan - Sebagai Customer Service Team Lead, Anda akan bertanggung jawab dalam menangani dan menindaklanjuti keluhan pelanggan melalui telepon dan saluran lainnya, memantau semua kinerja dan jadwal tim, serta membuat laporan bulanan tim. Anda diharapakn dapat melakukan evaluasi dan perbaikan di bidang layanan pelanggan. Kualifikasi - Pendidikan...
-
Retail Sales Trainer Specialist
1 week ago
Jakarta, Indonesia Time International Full timeJakarta What You'll Do: - Develop and implement training programs to enhance sales skills and product knowledge among team members. - Conduct regular coaching sessions with sales staff to improve performance, provide feedback, and set goals. - Analyze sales data and customer feedback to identify areas for improvement and develop actionable strategies. -...
-
Retail Product Development Lead
5 days ago
Jakarta, Jakarta, Indonesia PT. Erajaya Swasembada, Tbk. Full timeWe are looking for a highly skilled Retail Product Development Lead to join our team at PT. Erajaya Swasembada, Tbk.In this role, you will be responsible for leading the development of new products and product lines, working closely with design, production, and logistics teams.You will ensure that our products meet customer needs and expectations, while also...
-
Retail Unit Head
5 days ago
Jakarta, Jakarta, Indonesia SEVEN Retail Group Full timeAbout The JobWe are looking for an experienced Retail Unit Head to join our team. In this role, you will be responsible for leading the development and execution of a strategic growth plan for one of our brands.The ideal candidate will have a proven track record of successfully establishing and growing a brand in a new market.Develop and manage the budget,...
-
Strategic Growth Leader
5 days ago
Jakarta, Jakarta, Indonesia SEVEN Retail Group Full timeAbout The OpportunityWe are seeking a Strategic Growth Leader to join our team as Business Unit Head. In this role, you will be responsible for leading the development and execution of a strategic growth plan for one of our brands.The ideal candidate will have excellent analytical and problem-solving skills, as well as strong communication, interpersonal,...
-
Customer Service Executive
2 weeks ago
Jakarta, Indonesia LUCE MAINTENANCE GROUP PTE. LTD. Full timeWe are a leading facilities management company based in Jakarta that is looking to hire a Customer Support Executive for our Indonesian office. We offer our employees competitive benefits, growth opportunities, personalized feedback, and guidance. The Company: KliknClean is a facilities management company that operates in the Indonesian archipelago. We...
-
Area Sales Manager
5 days ago
Jakarta, Indonesia Seven Retail Group Full timeSEVEN Retail Group is a next-gen consumer house of brands from F&B to lifestyle services, the parent company behind Golden Lamian, Golden Hotpot & Grill, and SOZO Clinic, etc. Currently operating +100 outlets in building a New Retail ecosystem of beloved, accessible and enduring customer brands for Indonesian millennials and beyond. Develop and implement...
-
Retail Operations Manager
7 days ago
Jakarta, Jakarta, Indonesia Michael Page Full timeJob OverviewThe Brand General Manager will be responsible for managing and overseeing the retail operations of our brands.Key responsibilities include developing and implementing strategic plans to boost sales and brand awareness, leading and mentoring a team to achieve sales targets, and maintaining excellent customer service standards.
-
Business Development Director
5 days ago
Jakarta, Jakarta, Indonesia SEVEN Retail Group Full timeAbout The RoleAt SEVEN Retail Group, we are seeking a highly skilled Business Unit Head to lead one of our business units. This key leadership role involves overseeing the overall growth, profitability, and strategic direction of the unit.The ideal candidate will possess exceptional leadership skills, be able to develop and execute a winning business...
-
Retail Services Manager
1 week ago
Jakarta, Indonesia GfK Full timeCountry Indonesia Job Family Commercial For over 80 years, GfK has been a reliable and trusted insight partner for the world’s biggest companies and leading brands who make a difference in every consumer’s life - and we will continue to build on this. We connect data, science and innovative digital research solutions to provide answers for key...
-
Retail Operation Manager
4 weeks ago
Jakarta, Indonesia LUXASIA Full timeLUXASIA is the leading beauty omnichannel distribution platform of Asia Pacific that has successfully enabled brand growth for more than 120 luxury beauty brands. Our integrated brand-building capabilities include luxury retail, online commerce, consumer marketing, and supply chain management. Since 1986, the company has partnered the world’s finest...