Online Customer Service Manager

Job Description:

Nordstrom is seeking an experienced and passionate Online Customer Service Manager to join our team in Vancouver, British Columbia. As the Online Customer Service Manager, you will be responsible for overseeing all aspects of our online customer service operations, ensuring that our customers receive exceptional support and assistance.

Responsibilities: - Manage a team of online customer service representatives, providing guidance and support to ensure excellent customer service and satisfaction - Develop and implement customer service policies and procedures to streamline operations and improve efficiency - Monitor online customer service performance metrics and implement strategies to meet and exceed service level goals - Handle escalated customer inquiries and provide resolutions in a timely and professional manner - Collaborate with cross-functional teams, including IT and marketing, to continuously improve the online customer service experience - Stay up-to-date on industry trends and best practices in online customer service to drive innovation and excellence - Train and onboard new customer service representatives to ensure they have the necessary skills and knowledge to succeed in their roles

Requirements: - 5 years of experience in online customer service management or a related field - Confident and passionate individual with strong leadership and communication skills - Emotional intelligence and ability to empathize with customers to provide exceptional support - Attention to detail and ability to prioritize and manage multiple tasks simultaneously - Bachelor's degree in business administration, marketing, or a related field preferred - Proficiency in Microsoft Office Suite and customer service software - Strong analytical and problem-solving skills

Benefits: - Employee discounts on Nordstrom products - Company transportation for eligible employees - Medical coverage for you and your family - Opportunities for career growth and development within the company

Working Environment: At Nordstrom, we strive for a harmonious workplace where collaboration and respect prevail. We believe in fostering a positive and inclusive environment where all employees are valued and respected for their unique contributions.

Equal Opportunity Statement: Nordstrom is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, gender, religion, age, sexual orientation, or disability.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.