Customer Service Manager

Responsibilities:

• Lead and train the customer service team in the European region, develop shift schedules to ensure coverage during working hours in major European countries (e.g., UK, Germany, France).
• Monitor team performance metrics (e.g., response time, resolution rate, customer satisfaction), build dashboards, and provide regular feedback and improvement plans.
• Handle escalated complex complaints and issues, and manage emergencies or large-scale risk events.
• Optimize service processes and scripts to enhance multilingual service quality.
• Conduct risk assessments for policy, feature, campaign, or process updates, and propose internal/external solutions.
• Collaborate with sales, product, and technical teams to drive requirement implementation, improve intelligent tool capabilities, and reduce service pain points.
• Coordinate cross-border resources to develop localized customer service strategies (e.g., holiday arrangements, cultural sensitivity training).

Qualifications:

• Bachelor’s degree or higher; exceptional English proficiency in listening, speaking, reading, and writing. Proficiency in additional languages (e.g., German, French, Dutch) is a plus.
• 5+ years of customer service experience in cross-border industries, with 2+ years managing multinational teams.
• Deep familiarity with European market culture and business practices.
• Expertise in the end-to-end customer journey of the e-commerce industry.
• Proficient in customer service tools (e.g., LiveChat, Helpdesk systems) and data analysis tools (Excel/BI).

Preferred Skills:

• Strong cross-cultural communication skills; adaptability to flexible time zone meetings.
• Resilience under pressure and ability to multitask in a fast-paced environment.

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