This UK based B2C and B2B multi-channel e-commerce company is owned by an international trade and investment group. This company was established 2010 to build on their groups expansion into the online consumer market. The group has extensive experience within product development and on the strength of this has opened branches and developed brands in America, Canada, France, Germany and Italy. They have an exciting opportunity for an ambitious, passionate and experienced customer services manager to join an e-commerce company working with many own brands in their UK head office.
Key responsibilities
- To provide leadership and direction to the customer services function ensuring the customers are supplied with industry leading solutions, timely resolution
- Having an ultimate goal of providing a world class customer service experience
- Leading the team, by example, to deliver solutions to customers whose service may have fallen outside normal deadlines
- Handling customer complaints via phone, online and written
- Representing the customer services department during management meetings - suggesting areas for process improvement where possible
- Resource planning - ensuring the right level of resource is in place to handle the volumes of calls on a daily basis
- Developing and mentoring new customer service agents to deliver the levels of service the company strives to maintain
- Monitor and develop reporting capabilities to drive improvement and feed into regular KPI reviews
- Work closely with all other departments, operations and the control desk for customer deadlines, the sales team for new and existing customer requirements and finance and IT for budgeting and reporting purposes
- Act as the key interface between the customer and the operation team
- Handle escalations and take necessary decisions where customer requirements need to be met
- Conduct reviews and manage the customer services team
Requirements
- Proven working knowledge with EBay, Amazon, and other platforms
- Strong communication skills
- Good level of IT literacy
- Ability to work within a growing and fast paced environment
- Resilience and persistence
- Sound and courteous telephone manner
- Motivated
- Excellent telephone manner and an ability to interface well with customers
- Strong technical understanding of systems and how to get the most out of the team
- Ability to make quick and informed decisions in providing a great customer service
- Written skills to handle serious customer complaints
- Management experience in handling a team of up to 10 customer service agents
- Coaching, training and mentoring skills
- Travel to other UK/global locations (as appropriate)
- Full UK drivers licence
- To carry out other duties that is within the scope of the job as requested by the general manager
Education
- Customer service -NVQ level 2
- Knowledge of ERP systems
Benefits of the role:
- 20 Days holidays plus bank holidays
- Pension scheme
- Bonus based on evaluation
- Staff discounts
- Lunch allowance