Beauty - Customer Service Manager

Beauty Customer Support Manager

My client, an online beauty shopping website has an exciting opportunity for a Customer Support Manager to join their fast growing health & beauty e-commerce business in North London.

Over the past 8 years they have grown to be one of the leading online retailers of health and beauty products, having more than doubled in size the past 2 years. They are now seeking a highly motivate individual who has at least 2 year's experience in a similar role. The successful candidate will have proven communication and problem-solving skills, be well spoken with an excellent telephone manner, possess good written skills and have the ability to confidently manage a small customer service team.

The role will involve managing all elements of customer service by leading with customer enquiries and overseeing a customer service executive who has the majority of customer-facing interaction.

You will effectively liaise with the warehouse and couriers, looking after the daily management of orders, deliveries, returns and customer feedback and ensuring any disputes are resolved in a timely, efficient manner.

The day to day role will be varied so strong time management and prioritisation is paramount. Your job role will involve but not be limited to the following tasks:

* Answering customer calls to deal with queries, product information, delivery information and general questions.

* Taking responsibility for customer queries escalated to you by other members of the team.

* Processing customer returns, ensuring all customers who return their items receive replacements or refunds in a timely manner.

* Responding to customer messages from Ebay & Amazon

* Communicating with customers to ensure we receive positive feedbacks on our e-commerce channels.

* Quality Control / Product testing to identify products with potential issues

* Processing claims with our couriers for missing customer deliveries and liaising with the courier account manager about any issues that may arise.

* Updating monthly reports and ensuring the team achieve set KPI's.

* Monitoring orders and deliveries and reporting any issues to the relevant parties involved.

The successful candidate will strive to give each customer they deal with a positive experience. A good understanding of beauty products is essential in order to help customers with their questions and purchases.

This is a full time role Monday to Friday with working from home 2-3 hours every other weekend.

Due to the location of this role (based near Muswell Hill) please check this location before applying.

If this is your dream job, send me your CV soonest.