Customer Service Lead

Getting onboard Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.Job Responsibilities :Responsible for RUSA End User RMA customer satisfactionResponsible for RUSA eCommerce customer satisfactionTimely processing of e-commerce orders that require fraud verificationProvide presales assistance to e-commerce customersImplement and manage global end user RMA and eCommerce order support processes and proceduresEnsure that replacement and eCommerce orders are shipped in a timely mannerConduct ongoing analysis of contact drivers to drive continuous improvement in service levels, and overall customer experiencePartner closely with internal teams (Sales, Finance, and IT) to establish clear responsibilities and processes that maximize customer experience and operational excellenceSupport team members and team managers by answering questions, giving feedback, and providing guidance on team issuesMonitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are metAdvocate for process and policy changes that improve customer experienceHandle high-profile customer escalationsEnsure team members have the tools and training to do their jobs efficientlyDevelop and maintain subject matter expertise across functional areas of responsibilityHire and retains the right talent in the right rolesDevelop and empower direct reports to make decisions and take actionPre-Requisites :5 years’ of experience in EU customer service and eCommerce order supportStrong analytical and problem-solving skillsStrong project management skills including planning, scheduling, prioritization, action items tracking, and project communicationAbility to work with global teams across multiple culturesAbility to work in a fast-paced environment and ability to prioritize work and focus on generating business resultsAbility to communicate corporate objectives ensuring understanding and action in order to achieve goalsExcellent interpersonal, verbal, and written communication skillsAbility to influence and collaborate across organizational boundariesAbility to proactively manage escalations with minimal senior management interventionAbility to lead employee development through clear goal setting, regular coaching, and performance reviewsInspire team members toward a culture of customer centricity and continuous improvementFocused on generating measurable resultsStrong leadership skillsExperience with outsourced call centers highly preferredAre you game?