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Our client is a leading and successful brand specializing in high fashion for men and women. They are seeking an experienced Customer Services Manager to join their team.
This challenging role requires strong experience, excellent customer service skills, and the ability to manage or escalate situations as needed.
The Customer Services Manager will oversee a team of four, managing the customer experience from order placement to delivery.
The customer care team monitors customer orders and ensures seamless delivery. When customers contact the team via email, live chat, or social media, your role is to ensure the team provides flawless service and resolves issues effectively.
Responsibilities and Duties:
* Manage, motivate, support, and coach the Customer Care Team
* Continuously improve the customer experience, foster engagement, and support organic growth
* Review delivery processes regularly with the Head of Logistics
* Track KPIs and identify areas for improvement
* Measure and report on team productivity
* Review procedures and policies to enhance customer experience
* Maintain consistent tone of voice in communications
* Ensure accurate processing of orders, payments, returns, and refunds
* Handle customer queries and assist with returns, exchanges, and product faults via email, live chat, and social media
* Manage social media accounts, responding positively to customer comments in line with brand voice
* Escalate key customer concerns to the social team
* Use customer service software such as Shopify and Gorgias, resolving data flow issues as needed
* Process and update weekly dispatch, back order, and returns reports
* Compile data on email responses, response times, returns, etc., weekly
* Liaise with warehouse to ensure quick dispatch, order fulfillment, and timely delivery
* Coordinate with Production and Social teams to communicate accurate product information and launch dates
* Organize team training on products for new launches across menswear and womenswear
* Demonstrate strong product knowledge and enthusiasm for the brand
* Handle shipping, sizing, and pricing issues across platforms
* Work towards set goals, targets, and KPIs
Requirements:
* Previous experience as a Customer Care Manager in online fashion retail is essential
* Proven experience managing a team of at least four customer care staff
* Experience with customer service systems and tools
* Strong commitment to excellent customer service
* Problem-solving skills and initiative-taking ability
* Excellent client-facing and communication skills, both written and verbal
* Good knowledge of Excel and Outlook
* Organizational skills and diligence
* Friendly, enthusiastic, and passionate about fashion and the brand
* Availability for occasional weekend and evening work during product launches and busy periods (remote work allowed)
* Benefits include 24 days holiday plus bank holidays, a paid birthday and moving day, hybrid working after probation, employee assistance program, local discounts, and a NW London office with flexible dress code and amenities.
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