At BLK BOX, we are passionate about creating world-class training equipment and solutions that empower athletes, teams, and fitness enthusiasts to perform at their best. We serve a diverse and growing customer base through our website and offline/key account sales, offering high-quality products and exceptional customer experiences.

REQUIREMENTS:

• 3–5 years of experience in a customer service role within an e-commerce, retail, or similar environment.
• 1–2 years of experience in a leadership or managerial role preferred.
• Strong understanding of modern customer service platforms and ERP tools like Microsoft Business Central.
• Excellent written and verbal communication skills.
• Data-driven and analytical approach to problem-solving.
• Empathy, patience, and a genuine passion for delivering great customer experiences.
• Ability to manage multiple priorities in a fast-moving, team-oriented environment.

ROLE OVERVIEW:

We are seeking a Customer Service Manager to lead and elevate our customer service function. This is a pivotal role for someone who thrives in a fast-paced environment and is passionate about delivering exceptional service. The ideal candidate will have 3–5 years of experience in e-commerce, retail, or a similar customer-centric industry, with proven leadership skills and a data-driven mindset.

KEY RESPONSIBILITIES:

• Lead and manage the Customer Service team to ensure timely, empathetic, and solutions-focused support across all channels (email, live chat, phone, social media).
• Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
• Own and optimise all customer service touchpoints (Helpdesk, Email, Phone, WhatsApp, Social Media).
• Handle escalated customer issues with professionalism and aim for first-contact resolution.
• Collaborate with operations, logistics, sales, marketing, and product teams to resolve issues and improve processes based on customer feedback.
• Monitor KPIs (e.g. response time, resolution rate, CSAT, NPS) and provide regular reporting to leadership.
• Create and maintain customer service training materials, SOPs, and FAQs.
• Stay ahead of customer service trends and seek opportunities to enhance the customer journey.