Customer Service Manager Refund and Appeasement
Customer Service Manager Refund and Appeasement
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job Description:
As the Manager Refund and Appeasement (Specialized in Category Experience) you will lead a team focused on optimizing the refund and appeasement processes to enhance
customer satisfaction and loyalty within specific product categories.
What Youll Do:
Develop and implement categoryspecific refund and appeasement strategies to ensure alignment with business goals and customer expectations.
Collaborate with crossfunctional teams including customer service operations and category management to identify opportunities for process improvement and efficiency.
Analyze customer feedback and data to identify trends and insights related to refunds and appeasements within assigned categories.
Lead and mentor a team responsible for handling escalated refund and appeasement cases ensuring timely resolution and customer retention.
Monitor key performance indicators (KPIs) related to refunds appeasements and customer satisfaction and implement corrective actions as needed.
Work closely with category managers to understand productspecific challenges and opportunities and implement strategies to mitigate risks and enhance customer experience.
Implement quality assurance measures to ensure consistency and accuracy in refund and appeasement processes.
Stay updated on industry best practices and trends related to customer service refunds and appeasements.
What Youll Need Educational/Work Experience:
Proven experience (5 years) in customer service operations or category management with a focus on refunds and appeasements.
Strong understanding of ecommerce or retail operations with knowledge of customer experience metrics and processes.
Experience in a leadership or managerial role with demonstrated ability to lead and develop a team.
Excellent analytical and problemsolving skills with the ability to leverage data to drive decisionmaking and process improvements.
Effective communication and interpersonal skills with the ability to collaborate across departments and influence stakeholders at all levels.
Certification in project management or quality management (e.g. PMP Six Sigma) is a plus.
Required Abilities/Competencies:
Leadership: Ability to lead and inspire a team to achieve goals and deliver exceptional customer service.
Strategic Thinking: Capable of developing and executing strategies that enhance customer satisfaction and optimize operational efficiency.
Attention to Detail: Strong focus on accuracy and quality assurance in refund and appeasement processes.
Adaptability: Able to thrive in a fastpaced environment and adjust strategies based on evolving business needs and customer expectations.
Customer Centric Approach: Commitment to understanding customer needs and delivering solutions that exceed expectations.
Employment Type
Full Time
Company Industry
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
