Work within the Special Economic Zone

 eCommerce Customer Experience Manager (Cayman Islands, Full Time)

Job Description

Premium Home Source is a fast-growing eCommerce company that specializes in the sale of home 
appliances and fixtures (ovens, refrigerators, dishwashers, range hoods, bathroom vanities, HVAC 
systems etc). The company has been in business for the last 4 years and has seen 100%+ year-over year sales growth since inception. All of our sales are done on a drop-shipping model which reduces inventory risk and increases operational efficiency.

Your role
We are looking for a customer experience manager to join our team to handle all aspects of day-to-day customer experience management of the ecommerce store. The primary responsibility will be to ensure customer satisfaction, whether the customer is a new or existing one. This involves customer dispute resolution, handling important sales leads and managing the Sales and Support team. The team currently consists of 10 people - the two founders located in the Cayman Islands and eight support/sales staff located in the Philippines/Canada.

This is an exciting opportunity to get in on the ground floor of a high growth online retailer.

*This job allows for flexibility to work from home.

Responsibilities

• Manage a team of customer support staff and be the go-to leader on answering/resolving all 
  questions.
• Implementing scalable solutions using Gorgias to enhance customer satisfaction.
• Answering customers’ questions, resolving problems and maintaining customer satisfaction by 
  providing problem-solving resources.
• Ability to effectively handle frustrated customers and resolve their issues in a professional manner.
• Take ownership of customers issues and follow problems through to resolution.
• Maintaining and grow relationships with B2B customers.
• Outreach to B2B customers to grow repeat purchases.

• Fluent and proficient in English.
•  Ability to speak regularly on the phone.
• Organized and attention to detail.
• Problem solving and issue resolution.
• Microsoft Excel and Word.
• Management experience of 2 or more persons.
•  Experience in providing customer service support.
•  Top-notch oral, written, and interpersonal abilities
• Capacity to accept and utilize constructive criticism.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.