Overview
Customer Service Agent role at Crew Clothing Company
Full-Time • Braunton, Devon
Crew Clothing Company was founded in Salcombe in 1993. Today Crew is a great British brand, and our success lies in our authentic passion for producing great looking, well made clothes. We now have more than 70 stores and a thriving website, and the business continues to grow.
Our people are at the heart of our company. With a passion for exceptional service, and a love for our product, our team is dedicated to offering the best customer experience – nothing is too much trouble.
Responsibilities
* Lead and motivate a team of CSAs to deliver outstanding service across phone, email, live chat, and social media.
* Oversee daily team operations, ensuring all tasks and responsibilities are managed effectively and to a high standard.
* Act as a first point of contact for escalated customer issues, offering confident and calm resolution.
* Provide ongoing support to team members, assisting with day-to-day queries and sharing best practice.
* Encourage a collaborative, solutions-focused environment within the team.
* Supervise administrative tasks including order issues, returns, refunds, and delivery queries.
* Ensure all processes are followed accurately and in line with company policy.
* Support in monitoring team workflow to ensure prompt responses and task completion.
* Communicate clearly and efficiently with the Distribution Centre to help resolve order-related issues and ensure a smooth customer journey.
* Maintain clear lines of communication between the Customer Service team and management.
* Share insights and feedback with the wider business to help shape service improvements and highlight key trends.
* Ensure all team members are kept up to date with the latest product, service, and system updates.
Essential Skills & Experience
* Excellent written and verbal communication skills, with the ability to adapt your tone for different channels.
* A natural listener who shows empathy, patience, and understanding in every conversation.
* Positive attitude toward teamwork and problem solving, especially during busier trading periods.
* Confident using (and learning) multiple software platforms.
* Able to stay calm and focused under pressure, while managing multiple tasks.
Desirable
* Previous experience in a customer-facing role, ideally within retail, hospitality, or a contact centre environment.
* Familiarity with customer service platforms (e.g. Zendesk or similar) is an advantage.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Retail
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