Customer Support Manager for rapidly growing e-commerce brand [CLOSED]

ReliveX is a fast-growing webshop specializing in pain relief. We sell various massage products targeted at individuals aged 40-80, focusing on those with serious issues such as neuropathy, edema, back pain, and more. The devices are used for 15 minutes a day to provide relief and make the day more bearable.

We started four months ago and are growing rapidly. Our main market is currently the Netherlands and Belgium, but we have also recently expanded to Germany, the USA, Australia, and soon worldwide.

We are looking for an experienced customer service representative who can understand our female target audience. Currently, we have one VA in customer service (from the Philippines), and we are now seeking someone to take over the management of this department.

Responsibilities:

- Initially, you will be actively involved in answering emails, aiming to enhance quality and customer satisfaction. 

- You will monitor ad comments, engage with people, answer questions, and also track negative feedback.

- You will oversee the shipping process. We ship from China, all in branded packaging, with a maximum delivery time of 6-8 days. You will be responsible for preventing delays with suppliers.

- You will actively work on improving customer satisfaction. This includes improvements in packaging, product quality, and instructions. Your input is crucial to optimizing the customer experience.

- You will monitor Trustpilot and actively reach out to satisfied customers for positive reviews.

Optional:

- You can also provide phone support to customers.

Future Prospects:

If you meet expectations and achieve KPIs, you will gain increasing responsibility within the team. You will be responsible for hiring and training additional VAs to support customer service, setting up phone support, and improving workflow related to customer service, the refund process, returns, and supplier contact.

Are you an A-player and want to come and work in a young and energetic team? Click to apply and send a link to your CV.