job description
Join Chello, a dynamic fashion e-commerce brand, as an Assistant Customer Service Manager in the vibrant heart of Bali. This is a unique opportunity to blend your passion for fashion with exceptional customer service leadership in a fast-paced, international environment.
In this role, you will play a pivotal part in ensuring seamless customer experiences, resolving inquiries, and driving satisfaction for our global clientele. You’ll collaborate with cross-functional teams to refine service standards, implement best practices, and contribute to the growth of our brand. Based in Bali’s creative hub, you’ll enjoy a stimulating work culture that values innovation, teamwork, and a customer-first mindset.
If you’re a proactive problem-solver with a keen eye for detail and a love for fashion, we’d love to hear from you. Elevate your career with Chello and be part of a brand that’s redefining style and service excellence.
Responsibility
- Oversee daily customer service operations, ensuring timely and professional responses to inquiries via email, chat, and phone.
- Lead, mentor, and train a team of customer service representatives to deliver exceptional support and meet performance targets.
- Develop and implement customer service policies, procedures, and best practices to enhance efficiency and satisfaction.
- Monitor and analyze customer feedback, trends, and escalations to identify areas for improvement and actionable insights.
- Collaborate with marketing, logistics, and product teams to resolve complex customer issues and align service with brand values.
- Manage CRM systems and tools to track interactions, maintain accurate records, and generate reports for stakeholders.
- Handle high-priority or sensitive customer complaints with diplomacy and a solutions-oriented approach.
- Stay updated on fashion trends, product knowledge, and industry standards to provide informed and engaging customer interactions.
Qualifications
- Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent work experience).
- Minimum 3 years of experience in customer service, with at least 1 year in a supervisory or managerial role, preferably in e-commerce or fashion.
- Proven ability to lead and motivate teams in a fast-paced, target-driven environment.
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Strong problem-solving skills with a customer-centric approach and attention to detail.
- Proficiency in CRM software (e.g., Zendesk, Salesforce) and Microsoft Office/Google Workspace.
- Ability to work flexible hours, including weekends or holidays, as needed to support global customers.
- Passion for fashion and a deep understanding of e-commerce customer expectations.