Customer Service Lead
Posted 4 days ago
You'll complete your application on Manila Recruitment's career site.
About the Role
This remote Customer Service Lead position centers on overseeing high-volume support requests and logistics workflows. You will act as the primary contact for troubleshooting delivery concerns and supervising order management to achieve optimal customer satisfaction. We are seeking a professional capable of working autonomously who remains dedicated to superior service and effective issue resolution. Within this active team environment, you will balance the interests of the customer with operational precision. You will need to think strategically to refine processes and maintain internal standards while working with leadership to monitor KPIs and foster a culture of ongoing improvement.
Requirements
- Between 3 and 5 years of professional background in e-commerce, logistics, or direct-to-consumer shipment operations, or 5 to 10 years of broad customer service experience.
- Expertise using Gorgias, Shopify, Extensiv, AfterShip, and ShipStation.
- Strong capacity for problem-solving and meticulous attention to detail.
- Ability to juggle various assignments in a high-speed setting.
- Superior written and digital communication abilities.
- Demonstrated capacity for independent, dependable remote work from a home office.
- Reliable internet connectivity with a minimum speed of 100 Mbps, plus a secondary backup connection.
- Necessary equipment including a noise-canceling headset, an external webcam, and a portable power supply.
Responsibilities
- Address customer inquiries through email, telephone, and voicemail communication.
- Actively monitor shipments and provide updates regarding order status to clients.
- Examine shipping issues, including missing or stalled deliveries.
- Process claims with logistics carriers.
- Coordinate customer returns, issuing both refunds and store credits.
- Record customer interactions and maintain precise account documentation within ticketing software.
- Review warehouse billing statements to detect errors and submit necessary disputes.
- Ensure all order fulfillment operations align with organizational protocols.
- Track key performance indicators and generate comprehensive resolution reports.
- Work with your colleagues to design and execute improvements to operational procedures.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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