We have partnered with a leading fashion brand who requires an experienced Customer Service Manager, to develop and build the established customer service team further.
Responsibilities and Duties:
* Managing a growing team of customer care agents + to provide a seamless and personalised customer experience across all customer care channels (live chat, email, and social media).
* Set up and monitor appropriate customer service metrics.
* Understand and implement a clear tone of voice and customer care strategy.
* Dealing with customer inquiries, after-care, and special requests.
* Developing and training customer service agents
* Implementing effective motivational KPI's for customer service agents.
* Effectively highlighting training needs for under performing customer service agents and managing appropriate HR and disciplinary procedures when required.
* Liaising with our warehouse team to ensure customer issues are being resolved in a timely manner.
* Looking at innovative ways to improve the customer care journey.
* Managing rota patterns
* Creating weekly reports to the design and garment tech teams to show any issues arising on products/fit.
* Advanced Zendesk experience is a must
* Having enthusiasm for our exceptional leisurewear brand.
Requirements
:
* Experience managing a team within customer care (preferably online retail).
* Good knowledge of Excel, Outlook and Zendesk
* Strong management experience
* Experience with customer care software.
* Inspiring and motivational management style
* Ability to take ownership, delegate and solve problems quickly.
* A key stakeholder within a business you will be able to converse with Senior management, and be a stand out 'voice' for the customer service team.
This role will be based in the warehouse office, in Croydon.