Our Customer Services function sits within our Digital Sales & Marketing team and will be responsible for the processes and communications which support the customer experience.
Our customers should always experience the very best service whether it’s at the point of placing an online order, receiving a delivery, or returning an item. We will know that we have achieved this if our customers choose to shop with us again, your role will be integral to making this happen.
You will have experience of working collaboratively with our internal sales team, servicing customer enquiries, website technical queries and transactional technicalities, inventory management, stock control, fulfilment management, deliveries, collections, logistics B2C & B2B shopping, business, and relationship experiences.
You will be required to ensure that all parts of the business are working together to seamlessly ensure that our clients and customers receive only the very best pre-care and aftercare service only.
We are looking for a senior customer service manager who will hit the ground running. You must be a natural leader with experience of building and leading customer service teams and preferably already have been part of a team where customer service management and best practice processes have been part of what you have done, as part of your business-as-usual role.
If you are looking to flourish in a fast-paced customer service leadership role with ambitions to establish a dynamic team and rapidly grow our online high-end fashion business, this could be a fabulous opportunity for you to take ownership of the B2B & B2C relationships.
You will have experience developing, drafting and delivering best practice customer service manuals for operative use online and for offline bricks & mortar businesses.
You will be responsible for employing your own customer service operatives who will work alongside of you as their customer line manager and supervisor running the day-to-day operation and overseeing the timely management of all customer enquiries with a polite and positive tone of voice.
You will have experience closing out omnichannel and multi-channel queries, you will be required to set up and manage customer service touch points on all social media and social sales channels and advising the business on operational issues and investments in software.
You will be experienced in developing and managing out-of-stock and restocking inventory queries, whilst ensuring customers are kept up to speed with tracking data, goods sent or received, as lines are replenished, or where current stock needs to be re-processed back into live inventories, including reimbursements of funds to customer bank accounts.
You will report weekly to the e-commerce marketing and sales director and the directors of the business, working through operational queries, strategies, and planning, identifying and resolving systemic issues and upgrading systemic processes. You will be responsible for keeping the transactional side of the business ticking over efficiently, whilst meeting KPI’s and benchmarking objectives.
You will have excellent written and communication skills and be totally computer literate with exemplary knowledge of all primary social media channels. Additional languages will also be considered a positive but is not a pre-requisite.
You should be compassionate to your team and customers alike, be empathetic to the needs of your customers and the business. You will understand that all expenditures by customers are personal investments, where quality and the seamlessness of a transaction are the keys to engagement, retention, customer loyalty, trust and repeat business and attractive ROI’s.
You will demonstrate how you have championed honesty in your career and your day-to-day role, presenting how honesty transpires and contributes to the wellbeing of your customers, team, and the wider business.
You will be required to provide and prove real-life experiences of how your approach to customer services and aftercare will benefit our business and how honesty plays a key role as a vehicle for trust, allowing customers to share openly their dissatisfaction in services previously offered. And how a certain issue was resolved leading to a streamline and change in the way a certain function was rolled-out, resulting in a change to best practice procedures.
We are looking for an individual who is highly motivated, honest and takes pride in ensuring that whilst the business needs to make a profit, that profits are only endured whilst customer satisfaction is guaranteed.
This role will evolve as the business grows and as such the successful candidate will need to prove why and how you will be a key contributor and how your contribution can shape and grow our customer service business profile.
It is therefore critical that you are a seasoned customer service professional, who can bring your vast experience to our business. We are depending on you to provide a strategy for presentation during your interview, depicting your winning strategy for building a winning consumer services team.
If you are a polite, calm and customer-focused person, who enjoys problem-solving, with an innate skill of offering practical solutions to our B2B & B2C clients, whilst possessing a cool head during heated negotiations in difficult situations, be sure to know, we would like to interview you as soon as possible.
