Customer Service Manager Position Available In Miami-Dade, Florida

This position is full-time, in-person at our Miami, FL office.

WHO WE ARE

The Noli Shop, founded in 2015, is a boutique women’s apparel e-commerce brand based in Miami, Florida. Noli designs versatile pieces that blend day and night wardrobes, focusing on key color trends, flattering fits, and impeccable fabrics to make you feel sexy and confident.

ROLE DESCRIPTION

This is a full-time, in-person role for a Customer Service Manager, located in Miami, FL. The Customer Service Manager will be responsible for overseeing customer satisfaction, managing customer service operations, supporting and resolving customer inquiries, and ensuring an exceptional customer experience.

DUTIES & RESPONSIBILITIES

Manage, monitor and resolve all in-bound inquiries and escalations including but not limited to, phone calls, emails, chat, and e-commerce order processing. Identify opportunities and provide recommendations on improving processes and services, specifically focusing on sales conversion and client development strategies. Stay abreast of industry best practices to identify trends in the Retail luxury & Retail CS industry, particularly in sales management and client development. Support developments, roll-outs and implements policies, procedures and required changes within the Customer Service department. Perform additional projects, reporting and tasks as needed.

QUALIFICATIONS

Prior experience in Luxury or Fashion Customer Support is a must Ability to handle customer inquiries and resolve customer issues Experience using digital customer service platforms such as Zendesk, Gorgias, etc. Phone etiquette and strong communication skills Ability to create positive customer experiences Excellent problem-solving and critical thinking skills Ability to work in a fast-paced environment Attention to detail and strong organizational skills High school diploma or equivalent is required