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To lead an excellent, high performing Customer Care Team, through supporting Customer Care Agents, overseeing performance and providing quick solutions to queries raised through various programs such as Gorgias, phone calls, emails or in person.
Role Purpose
To lead an excellent, high performing Customer Care Team, through supporting Customer Care Agents, overseeing performance and providing quick solutions to queries raised through various programs such as Gorgias, phone calls, emails or in person.
About the Role
This an evolving role, that will move towards the Customer Care Supervisor working towards being responsible for the performance management of the Customer Care Team alongside their own day to day duties.
The Customer Care Supervisor will be the first point of call with regards to providing solutions and support to the rest of the Customer Care Team.
Summary
Improving customer service experience, create engaged customers and facilitate organic growth. Taking ownership of basic customer issues and following problems through to resolution.
Duties
* Responsible for updating How To Guide: Evess Customer Service
* Undertake training of all Customer Care Staff, including temporary staff andapprentices
* Improve customer service experience, create engaged customers and facilitate growth
* Develop service procedures, policies and standards
* Ensures customer support is fully tracked and ensures satisfactory resolution ofcustomer requests
* Ensure all customer records are accurately maintained and document customerservice actions and discussions
* Understanding the escalation process for complex customer complaints in order that they are dealt with promptly
* Act as a first point of contact for the initial escalation of customer complaints
* Recruit, mentor and develop customer care agents and nurture an environment wherethey can excel through encouragement and empowerment
* Assisting customers with registration or account creation
* Passing customer feedback onto EST to improve the Company’s offerings
* Maintain an orderly workflow according to priorities
* Administer all refunds, including Late Fee Refunds.
Skills
* Customer Care
* Organising and delegation
* Knowledge of CRM systems
* Teamworking and Team Leadership skills
Requirements
* Experience in providing customer service support
* Excellent knowledge of management methods and techniques
* Excellent interpersonal and active listening skills
* Clear communication skills and a strong command of the English language
* Strong attention to detail
* Working knowledge of customer relationship management (CRM) tools
* Ability to lead a team
* Multitasking skills and good organisational abilities
* In-depth knowledge of customer relationship management (CRM) principles
* Ability to work calmly under high-stress situations
Competencies
1. Making effective Decisions
2. Leading and Communicating
3. Delivering at Pace
Customers
* Internal
* External
Duties
The duties listed in this Job Description are not exhaustive and it is expected that thesuccessful candidate will undertake any other duties that are required to assist with the smoothrunning of the business and ensure that the Evess Group of companies retains the highstandards expected by the owners, staff and customers of the business.
Application
Please send your applications via the form on: https://evess.co/pages/careers-customer-care-supervisor
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Part-time
* Industries
Retail Apparel and Fashion
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