Director of Operations for Customer Support

Director of Operations for Customer Support

Central Mindanao Northern Mindanao Southern Mindanao
7 - 15 Years
134619 - 201928 PHP

Job Description

Job Summary is looking for a talented, motivated, take-charge Director of Customer Service to join our consumer products company. We need a real strategist with hands-on experience to help our company grow. If you love customers and eCommerce and have managed remote and dispersed teams— we’d love to meet you!
About eJam
Founded in 2017, eJam is a direct-to-consumer brand incubator; focused on creating products that people love. Today, we own and operate a collection of 18 brands with products that put you first. We take a unique approach to each brand and every product, making sure that we are fulfilling a real need while helping to shift the status quo. Growing at 125% year-over-year since our founding with 4,100,000 products delivered.
Responsibilities and Duties:
This position oversees a dispersed and outsourced workforce that is divided between a 3rd party call center and work-from-home agents. As the Director of this business unit the following teams will report to you:
Customer Care Team
- Proactively work to eliminate tickets through innovation, automation, team training, and staffing to improve our customers’ experience.
- Stay current on new technology and evolving industry trends impacting customer care and eCommerce; create initiatives to consistently improve our ability to service customers.
- Update and Manager core Customer Care KPI’s (including, but not limited to):
  • Customer Satisfaction Rating
  • First Response Time
  • Full Resolve Time
  • Customer Care Agent Engagement & Retention
- Manage and improve the process for internal tickets, social media moderation, paid advertising comment moderation, review and question responses, and moderation.
Call Center QC Team
- Proactively work to make sure agent training and compliance across policy and procedure are met.
- Oversee scriptwriting, macros, editing, and deployment.
- Train and coach our managers, supervisors, and agents to ensure excellence and compliance.
Refund, Chargeback & Dispute Team
- Create systems, automation, and training for the team to reduce and manage returns, refunds, and warranty-exchanges.
- Manage returns, refunds, and warranty exchanges to maintain core KPI’s
  • Refunds below 3.0%
- Proactively manage credit card disputes and chargebacks
  • Chargeback rate must remain below 0.6%
Inside Sales Team
- Proactively work to create revenue, sales, and automation through calls, SMS, live chat, and email to maximize revenue for:
  • Sales order confirmation, Credit-card delines, partial and/or abandoned carts, aged leads, new product launches
  • The core target is to achieve a minimum of 5% of incremental revenue
- This process will involve creating and managing campaigns for all of the above-listed scenarios and working to innovate for additional revenue opportunities both pre and post-sale.
Qualifications and Skills Requirements
  • Customer service leadership in an eCommerce environment
  • Management experience for dispersed, remote, and 3rd-party call centers.
  • Excellent Organizational Skills
  • Excellent Interpersonal Skills
  • Excellent Written and Verbal Communication Skills
  • Self-Starter Who Works Well Both Independently and as part of a Team
  • Reliable and Trust-Worthy
  • Bachelor's Degree

About EJam

Ejam is a performance-based online advertising and marketing leader. Our approach combines decades of Online Marketing experience with the technical know-how to market products at scale. We are located in sunny Newport Beach and consist of energetic team members ready to make the next move in online marketing.

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