customer service manager
3 the last 41 days, recently 2023-06-28
Responsibility
- william Wood is a current brand, focusing on the design and retail of exclusive furniture pieces through our Ecommerce platform
- delivering a seamless customer experience across all stages of the customer journey
- we have grand plans of expansion, including widening our product range, international growth and increased CRM activity
Show more +14 - creating reports and tracking customer satisfaction through responses, live chat and reviews
- monitoring performance and service provided and the requirements to ensure this is at the highest level
- work closely with the quality control manager, creating methods and plans to mitigate customer pain points
- regularly creating and updating customer service policies and procedures
- liaising with management on arrivals of pre-orders; arranging and preparing communication with customers
- KEY POINTS: Full time, 40 hours per week, Monday – Friday, £30,000 per annum
- the brand has gone from strength to strength in recent years, gaining the trust of the community through great product/service, social proof and a consumer-focused online store
- assisting the team on daily tasks during busy periods
- responding and resolving to escalated, complex queries
- within this role, you’ll be responsible for guiding a team of advisors to deliver consistent, engaging and superior service to our valued customers
- arranging cover for absence and holidays within the team
- become involved with the team on daily tasks and covering absence; setting an example and showing leadership
- product fortnightly reports and KPIs and present to management
- point of contact for other departments and regularly liaising with management to ensure all work is in collaboration with each other
Requirements
- shopify experience
- at least 3 years management experience
- industry knowledge
Show more +10 - able to manage priorities in fast paced environment
- able to produce regular in-depth reports
- excellent communication and literacy skills
- strong attention to detail
- retail management: 1 year
- management: 3 years
- able to adapt to change and able to learn quickly
- customer Service: 1 year
- strong communication skills, being able to listen effectively is essential
- team worker and able to work independently
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