Customer Service Manager

England, London, City of London
£30000 - £35000 per annum
07 Aug 2019
04 Sep 2019
AU070819A
Recruitment L
Customer Services
Design
Permanent
Full Time

A leading luxury online interior retailer company is looking for a Customer Service Manager to join their team on a permanent basis. The successful candidate will be developing the customer care team within a fast-growing company. You will be organised, proactive and have excellent communication skills.

Responsibilities:

  • Managing, coaching and developing the customer care team
  • Driving tangible revenue through sales achieved by the team and intangible revenue through retention and satisfaction achieved through service
  • Ensuring team engagement with the brand through ongoing product knowledge and awareness of business initiatives and objectives
  • Devising an ongoing program of training and development activities for current team
  • Daily management of a team of three advisors
  • Assigning workload throughout the team
  • Conducting daily team catch-ups and setting team plans
  • Acting as point of escalation for all issues and resolving any issues that arise
  • On-boarding and training new team members
  • Managing and motivating the team to achieve the monthly sales targets
  • Working with logistics, finance, merchandise and buying departments to makes sure that customer experience requests are fulfilled, and company processes are followed
  • Conducting monthly scoring reviews
  • Rolling out any new process' and systems that are implemented in the company
  • Working in line with finance to make sure that refunds are processed
  • Logging essential customer correspondence and providing monthly reporting
  • Developing future growth plans and initiatives for the future teams of customer service

Essential Skills and Experience:

  • A minimum of two years' experience in an office-based customer service environment
  • Experience using e-commerce is required
  • Knowledge of systems Zendesk, Pipedrive, Xero, Shopify, Orderhive are desirable but not essential
  • High organisation skills and attention to detail
  • Excellent communication skills both verbal and written

If you feel that you fit the above criteria then please apply today by submitting your CV to us.
Please note due to the high volume of applications that we receive only successful applicants will be contacted.


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