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Customer Service Operations Specialist

New York, NY
  • Expired: June 30, 2022. Applications are no longer accepted.

The Opportunity

Overview of the role and responsibilities

This role will be reporting into the US Customer Service Operations manager. The successful candidate will be heavily involved in ensuring that eSW Customer service teams consistently offering excellent customer service across all channels and in every interaction.

We are looking for a person that lives Customer service! Who understands the importance of making the customer feel valued and will go above and beyond to resolve any issues the customer maybe experiencing. A good communicator that will build a rapport with the customer and our clients.   

The role will include ensuring that all retailer & shopper escalations are resolved in a timely and concise manner, collaborating with Customer Service colleagues in completion of any required queries or reporting and assisting with the rollout of expanded customer service offering to meet shopper and retailer demands. Working with the Customer Success managers in preparing their Monthly Business Reviews and assisting with the ongoing development of our retailer partner relationships.  

Key Responsibilities

  • Assist in ensuring the smooth running of refunds team, CS team & CS outsourcers, reporting to the Customer Service Operations Manager US.
  • Handling wide variety of daily escalations from retailer CS teams, eSW CS team, eSW client manager, carriers, and internal & external stakeholders.
  • Monitor daily KPIs & SLAs with our Customer service outsourcers to ensure that eSW continue to meet our retailer commitments and to identify trends, friction points as opportunities to improve CS.
  • Liaise with eSW onboarding teams to ensure that the required CS offering is established for new retailer onboarding, and that the eSW CS team are sufficiently prepared for a seamless go live transition.
  • Regular Retailer alignment with SOPs & trends by maintaining key retailer relationships, ongoing communication with our partners and ensuring relevant stakeholders are aware of and engaged with any changes required.
  • Compile & present business reviews to key retailer partners, ensuring that key SLAs are met along with providing an overview of the trends identified to date.
  • Lead the engagement of regular retailer communications- discuss trends/issues, manage BAU escalations, develop and maintain the relationships with retailers.
  • Providing regular updates to eSW management team in relation to retailer and CS team performance, KPIs & trends.
  • Assist/deputise for the management team in regular & ad-hoc communications with internal and external stakeholder communications.

Key Experience & Skills

  • 3+ years' experience in similar fast-paced and challenging environment. Ecommerce experience preferable.
  • Proven ability to establish, provide & maintain excellent level of customer service.
  • Ability to handle high volume of queries of a diverse nature in fast paced environment.
  • Strong verbal & written communication & presentation skills.
  • Ability to adapt quickly to ever changing ecommerce market.
  • Positive & proactive approach to communication and problem solving.
  • Key focus on improving the shopper & retailer experience.
  • Strong emphasis on, and history of, providing excellent customer service on consistent basis.





New York, NY