Customer Service Representative

Position Summary

The Customer Service Project Manager is responsible for overseeing and improving customer service operations and leading customer-focused projects from planning to execution. This role bridges customer experience strategy with operational excellence, ensuring that all initiatives align with Sold By Kal’s commitment to top-tier service.

Key Responsibilities

Plan, execute, and manage customer service projects (e.g., system upgrades, automation, customer feedback programs).

Identify areas for improvement in customer service processes and implement enhancements.

Collaborate with cross-functional teams including sales, logistics, and marketing to improve customer journeys.

Track and report project progress, KPIs, and customer service metrics to stakeholders.

Lead initiatives to reduce response times, improve satisfaction scores, and streamline support workflows.

Train and support customer service representatives on new tools and processes.

Manage relationships with CRM and support software providers.

Act as a point of escalation for complex customer issues and ensure timely resolutions.

Required Qualifications

Bachelor’s degree in Business, Communications, Project Management, or a related field.

2–4 years of experience in customer service, project management, or a related role.

Strong project management skills with a proven track record of leading successful initiatives.

Excellent communication, problem-solving, and interpersonal skills.

Experience with customer service platforms (e.g., Zendesk, Freshdesk, Gorgias, HubSpot).

Ability to manage multiple projects and priorities in a fast-paced environment.

Preferred Qualifications

Project management certification (PMP, Agile, or similar).

Experience in eCommerce or retail customer service environments.

Familiarity with data analysis and reporting tools (e.g., Excel, Google Sheets, Tableau).

What We Offer

A chance to shape the future of customer experience at Sold By Kal.

Competitive salary and performance-based incentives.

Health and wellness benefits.

Opportunities for professional growth and advancement.

A collaborative, creative, and customer-first culture.