mCommerce Manager at Twiga Foods

We are looking to recruit an mCommerce Manager to manage our online ordering platform. This person will be responsible for undertaking various developmental plans that would help in increasing the product sales and services on the mCommerce platform.

Responsibilities

• Provide guidance, mentorship, and leadership to our team, enabling them to improve their processes and procedures both internally and customer-facing
• Identify and quantify key factors for customer success, lead the process to create & implement those solutions among cross-functional teams, and measure the efficacy of those solutions
• Resolve root cause of customer issues, as well as barriers to team productivity, quality & accuracy of customer interactions
• Improve time to resolution for customer issues
• Identify technical issues that may prevent customer from reaching desired outcome in a timely manner
• Build decision trees and scripts to effectively resolve customer issues and reduce variation between agents
• Implement a customer service agent training program
• Maximize customer service scores across our channels

Qualifications

• Direct experience with improving customer-facing order fulfillment, returns, and exchange processes
• Passionate customer advocate with experience in a senior m-commerce customer service role, with proven process improvement abilities
• Strong communication & interpersonal skills
• Strong organizational, analytical, and problem-solving abilities
• Project Management experience
• Strong mCommerce acumen and knowledge of best practices