Job Description:
As the Online Customer Service Manager at UPS in Austin, Texas, you will be responsible for overseeing all aspects of the online customer service experience. You will lead a team of customer service representatives to ensure that customers receive high-quality assistance in a timely manner. Your primary goal will be to enhance customer satisfaction and loyalty through effective communication and problem-solving.
Responsibilities:- Develop and implement strategies to improve online customer service processes and procedures- Train and mentor customer service representatives to ensure they have the knowledge and skills needed to assist customers effectively- Monitor and analyze customer service metrics to identify areas for improvement- Handle escalated customer issues and resolve them in a timely and professional manner- Collaborate with other departments, such as IT and marketing, to improve the online customer experience- Stay up-to-date on industry trends and best practices in online customer service- Conduct regular performance evaluations for customer service representatives and provide feedback for improvement- Implement measures to increase efficiency and productivity within the customer service team
Requirements:- Bachelor's degree in Business Administration or a related field- 7+ years of experience in online customer service or a related field- Proven experience in a managerial or leadership role- Strong communication and interpersonal skills- Excellent problem-solving abilities- Motivated and adaptable with a proactive approach to customer service- Strategic planning and attention to detail- Ability to work well under pressure and handle multiple tasks simultaneously
Benefits:- Life insurance- Gym membership- Profit sharing
Working Environment:At UPS, we prioritize building strong connections and treating colleagues like an extended family. We believe in creating a supportive and inclusive work environment where every team member feels valued and respected.
Equal Opportunity Statement:UPS is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. All qualified applicants will receive consideration for employment without regard to any of these factors.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
