Our client are seeking a dedicated and proactive Customer Service Lead to build and manage their in-house customer service function. As the first point of contact and sole representative, you will deliver an outstanding customer experience across all communication channels (email, phone, live chat, and social media) while developing processes, resources, and templates to ensure efficiency and scalability. This is a hands-on, pivotal role for someone who is organised, self-motivated, and eager to take ownership. You will have the opportunity to shape customer service operations from the ground up, introduce smart systems, and leverage AI tools where applicable to improve speed and consistency.
Key Responsibilities
• Act as the primary point of contact for all customer enquiries via email, phone, live chat, and social media.
• Develop, implement, and continually refine customer service processes, including handling of refunds, returns, and complaints.
• Create and maintain customer service templates (FAQs, response scripts, and standard communications) to ensure consistent tone, efficiency, and compliance.
• Collaborate with customer service helpdesk software and graphic designer to design workflows, templates, and automated solutions that enhance productivity.
• Explore and apply AI tools to streamline processes, generate response drafts, and improve customer satisfaction.
• Oversee and manage return settings and Q&A sections across all marketplaces.
• Maintain and update accurate customer-facing resources, including product usage guides, benefits, and safety information.
• Ensure all communications align with brand voice and meet regulatory compliance requirements.
• Professionally handle incoming phone calls and resolve queries promptly and Effectively.
Requirements
• Proven experience in a customer service role with team lead or process development responsibilities.
• Demonstrated experience working with customer service helpdesk platforms (e.g., Edesk, Zendesk, Freshdesk, or similar) to create templates and optimise workflows.
• Confidence using AI-enabled tools within customer service environments.
• Strong written and verbal communication skills with a keen eye for detail.
• Excellent organisational abilities and ability to manage multiple tasks simultaneously.
• Experience creating and maintaining Standard Operating Procedures (SOPs) and documentation.
• Hands-on experience managing multiple communication channels (email, phone, live chat, social media).
• An interest in health & wellness
• Ability to work on-site Monday to Friday, 8am–4pm.