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E-Commerce Customer Service Manager
Barllina بارلينا
Jiddah, KSA
Full Time
Manager
Onsite
1 months ago
Customer Relationship Management (CRM)Data AnalysisTeam LeadershipE commerceCustomer Experience (CX)Arabic
Free
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Customer Relationship Management (CRM)Data AnalysisTeam Leadership
About the Role
Barllina is seeking an experienced E-Commerce Customer Service Manager to lead and develop the customer service team, improve customer experience, and drive sales growth. The role requires at least 5 years of customer service management experience with a strong background in e-commerce.
Key Skills for This Role
Customer Relationship Management (CRM)Data AnalysisTeam LeadershipE commerceCustomer Experience (CX)Arabic
Responsibilities
- Manage and develop the customer service team to improve performance and productivity
- Build and develop customer service policies and procedures
- Analyze customer complaints and identify improvement opportunities
- Monitor KPIs and prepare periodic reports
- Propose initiatives to improve customer experience and increase sales
- Coordinate with marketing, sales, and operations departments to ensure exceptional customer experience
- Manage customer service systems and continuously monitor service quality
Requirements
- Bachelor's degree in Business Administration, Marketing, E commerce, or related field
- At least 5 years of customer service management experience, with 2 years in a supervisory or managerial role
- Proven experience in e commerce and online retail
- Knowledge of CRM systems and customer service platforms
- Strong data analysis and KPI monitoring skills
- Leadership and team development skills
- Excellent communication and interpersonal skills
- Ability to develop operational plans and improve customer experience
- Professional certifications in customer service, CX, or project management preferred
Full Job Posting
Job Opportunity
- Barllina is seeking a professional Customer Service Manager with strong e commerce experience to lead and develop the department, improve customer experience, and support sales growth and customer loyalty.
Main Responsibilities
- Manage and develop the customer service team to improve performance and productivity.
- Build and develop customer service policies and procedures.
- Analyze customer complaints and extract improvement opportunities.
- Monitor KPIs and prepare periodic reports.
- Propose initiatives to improve customer experience and increase sales.
- Coordinate with marketing, sales, and operations departments to ensure exceptional customer experience.
- Manage customer service systems and continuously monitor service quality.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, E commerce, or related field.
- At least 5 years of customer service management experience, with 2 years in a supervisory or managerial role.
- Proven experience in e commerce and online retail.
- Knowledge of CRM systems and customer service platforms.
- High ability to analyze data and KPIs and make developmental decisions.
- Experience in building, managing, and developing teams.
- Strong leadership, communication, and professionalism in dealing with customers.
- Ability to set operational plans, develop procedures, and continuously improve customer experience.
- Professional certifications in customer service, CX, or project management preferred.
Work Location
- Jeddah
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