E-Com Customer Care Manager

Starting Date





Full time 

Job Description

As a customer care manager you are the customers advocate. You´ll be analysing customers issues and making the relevant connections to the appropriate departments while providing the consumers with clear and concise information and solutions. That means You´ll work closely with production, sales, shipping and the buyer department, voicing consumer concerns and issues in order to affect better product and service provision to the consumers, hence, constantly guaranteeing consumer satisfaction. You will portray a caring and professional image!

Main Tasks

  • Record actionable insights and data to make learnings and decisions based on the collected data 
  • Competently and accurately processing incoming e-mail
  • Be the open ear to the consumers to enable a better service in the future 
  • For providing support to all customers in regard to the processing of their orders, inclusive of the management of all order entry aspects.
  • Work closely with the sales department and be responsible for first-level troubleshooting of all consumer order issues
  • Maintain a vast knowledge of all the business’s promotional activities
  • Partner with the IT department in processing online and social consumer concerns, for example, in the websites and social media pages
  • Meet with the head of  sales department for the purpose of driving constant improvement in consumer experience
  • Assist customers directly and encourage consumer retention
  • Strategic role by contributing to the development of the customer support department, their internal tools, procedures, processes, and tracking metrics

What we are looking for

  • Basic computer skills
  • Working with raw data and information, drawing insights and formulating strategies from the resulting analysis
  • Communication skills are one of biggest requirements for this role
  • Strong verbal and written communication skills
  • Listen/read, analyze, and interpret consumer feedback and relay clear, concise, and helpful information and insights back to the consumer and the general public
  • Problem solving skills/attitude
  • Must be resilient and not easily overwhelmed by numerous requests from consumers
  • Be an enthusiastic and service/consumer-oriented individual, be self-motivated, have an insatiable appetite for information and have a strong and dedicated work ethic
  • People skills that make you an approachable, warm, and relatable individual
  • Someone who has humor, ability to take criticism, love communicating verbally, has a strong emotional intelligence 

What you get from it

  • A young, dynamic and intercultural team
  • Your own space to implement ideas and projects
  • Personal and professional development


Have we aroused your interest? Amazing! We’ll love to hear from you soon.

Apply with your CV, motivation letter and references now at jobs@vinokilo.com