Job Opening for Customer Service Manager in Ascential (American Samoa)

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Job Category : Management
Company Name: Ascential
Position Name: Customer Service Manager
Location : American Samoa
Job Description : We’re looking for a Customer Service Manager to join our team in North America as part of our Client Services function. The Customer Service Manager is responsible for ensuring our customers are delighted by our service and overall support experience. The Customer Service Manager will be the liaison between the Support team and the Commercial team (Customer Growth) Key Responsibilities Support our Silver tier clients and act as a Liaison between clients and the Support/operations team Monitor tickets for a book of silver tier clients; escalate accordingly Offer front line support to silver tier clients including how tos (how to understand our platforms, password resets, etc) Respond to all escalated customer inquiries (phone and email) Proactively identify trends and issues; offer solutions Your Experience Customer serving mindset 2+ years of customer service experience; Experience using a service ticketing platform; Zendesk knowledge preferred Excellent communication skills (written & oral) Ability to thrive in multi-tasking environment Detail-oriented and organized What We Offer Our benefits package incorporates what we’re passionate about – unlocking your future, overall well-being and sustainability – whilst giving you control over your benefits. 15 days of holiday per year and an extra day for each year of service up to 20 days 401K – Saving Incentive plan Medical and Dental Insurance plans Flexible Spending Accounts Vision benefits Great learning and development opportunities Life Assurance and Disability insurance Option to opt into the Ascential Shares Scheme Inclusive Workforce At Ascential, our goal is to create a culture where individuals of all backgrounds feel comfortable in bringing their authentic selves to work. We want all Ascential people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you. For more information on our culture, visit Ascential.com. About Edge Edge by Ascential™ delivers some of the industry’s most accurate and actionable sales-driving data, insights and advisory solutions for global brands and retailers looking to win in today’s ecommerce-driven world. Formerly Brand View, Clavis Insight, One Click Retail and PlanetRetail RNG, Edge by Ascential was launched in October of 2018, bringing four brands under one roof. Our market leading products are a product of our people and we are always in the market for top talent. If you are interested in progressing your career, this position represents a great opportunity to join our team at an exciting stage in its development and expansion. Edge is headquartered in London, with offices in the USA, UK, China, Germany and France. Find out more at www.ascentialedge.com
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