As the Customer Service Manager you would be responsible for overseeing a

team that provides exceptional customer service to a global audience and

represents the DE ROCOCO brand image and overall company mission.

What You’ll Do:

• Lead and manage a team of in-house customer service specialists.

responsible for the overall direction, performance and development of the

team.

• Lead the team to deliver a truly elevated customer experience through

email, chat and phone call representing the brand with integrity and care.

• Escalate situations, troubleshoot, investigate, resolve issues.

• identify areas of process improvement that would enhance the customer

experience across the organization.

• provide valuable insights to the company based on data (ticket and

outreach volume) around product adoption and brand services.

• review customer communication and think creatively about how to

decrease the number of customer contacts.

• Forecast customer service headcount needs based on quantitative and

qualitative trends in the business to ensure proper staffing levels to

maintain superior customer experience.

• Manage a suite of technology applications that support our Customer

Success team.

• Develop training documents and growth programs for new customer

service associates.

• sets the direction for the team to align to the broader organizational

strategy.

• Management and participation in orders fulfilment.

Preferred Skills:

• Bachelor’s degree with 4+ years experience in a related role.

• 2+ years of leadership experience.

• Advanced knowledge of excel.

• Project management experience.

• Strong verbal and written communication skills.

• Direct experience in Contact Center Operations (Customer Service or

Sales).

• Excellent English.