At arenaflex, we're on a mission to revolutionize the way our customers interact with our brand. As a Customer Service Team Manager, you'll play a pivotal role in delivering world-class service to our customers, while also fostering a positive and engaging work environment for your team. If you're passionate about leadership, customer service, and driving results, we want to hear from you.
**About arenaflex**
arenaflex is a leading e-commerce company that's committed to providing an exceptional customer experience. Our team is dedicated to making a positive impact on our customers' lives, and we're looking for like-minded individuals to join our team. With a strong focus on innovation, customer satisfaction, and employee engagement, we're creating a workplace that's both challenging and rewarding.
**Job Summary**
As a Customer Service Team Manager, you'll be responsible for leading a team of 20-25 Customer Service Associates (CSAs) in Jordan (AMM15). You'll be the single-threaded leader for your team, responsible for coaching, developing, and engaging your associates to deliver world-class service to our customers. You'll work closely with your team to identify opportunities for growth and improvement, and you'll be expected to role model world-class service by regularly handling customer contacts.
**Key Responsibilities**
* Manage day-to-day operations with a team of 20-25 Customer Service Associates (CSAs)
* Hold regular 1-1 meetings with CSAs every week to discuss performance, goals, and development
* Manage work prioritization and delivery based on business needs, ensuring high-quality delivery under aggressive deadlines
* Track weekly/monthly metrics and process reviews with stakeholders across time zones
* Initiate and lead process improvement projects, present solution proposals, and implement them to other applicable/in-scope operational areas
* Communicate policies to associates and become the primary information source for staff; follow-up to ensure compliance and consistency; take corrective action as necessary and document the issue and actions taken
**Essential Qualifications**
* 5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates
* Microsoft Excel Advanced knowledge
* Excellent time management, organizational talent, and presentation skills
* Ability to deal with constant change positively and maintain high motivation
* Demonstrated ability to handle reporting and analysis
* Ability to effectively and efficiently complete difficult goals or assignments
* Strong interpersonal and communication skills
**Preferred Qualifications**
* Graduate Degree is preferred
* Preferred Project Management & knowledge of Six Sigma/Lean Processes
* Advanced computer skills using a variety of programs is highly desired
* 24/7/365 availability, including willingness to work on weekends, and outside of the 'standard' work day
* 3 plus years' experience with Customer service
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Comprehensive training and development programs
* Opportunities to work with a diverse and global team
**Work Environment and Company Culture**
At arenaflex, we're committed to creating a workplace that's both challenging and rewarding. We believe in fostering a positive and engaging work environment that encourages collaboration, innovation, and growth. Our team is dedicated to making a positive impact on our customers' lives, and we're looking for like-minded individuals to join our team.
**Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including:
* Competitive salary
* Comprehensive health insurance
* Retirement savings plan
* Paid time off and holidays
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Comprehensive training and development programs
* Opportunities to work with a diverse and global team
**How to Apply**
If you're passionate about leadership, customer service, and driving results, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. We're committed to creating a diverse and inclusive workplace that reflects the communities we serve.
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