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Customer Service Manager – Online (TGN4365) – Excellent Salary DOE

Customer Service Manager – Online (TGN4365) – Excellent Salary DOE

Location: Manchester

Type: Permanent

Industry: Homeware

Job Ref: TGN4365

Growing online/ecommerce company based in Manchester, are looking to recruit a Customer Service Manager/Team Leader.  They import household textile products and directly dispatch to multiple global online channels and end consumers. This is an active role and an exciting opportunity for a motivated person to develop their career, with a quality focused company in a new, key position within the business.

The Role:

  • Ensuring customers receive top level of customer service when engaging branded products.
  • Ability to build a team of customer service personnel who will protect the brands and increase retention and loyalty.
  • Establish a method to deal with calls and maintain a rapid response rate according to agreed standards both on phone and email tickets.
  • Maintain detailed and accurate records of phone queries.
  • Institute fundamental customer service policies, ensure these are followed through on the customer journey, and satisfaction targets are met.
  • Encourage your team to take ownership in resolving customer queries.
  • Measure and report performance of all campaigns.
  • Handle manager escalations to the highest standards.
  • Understand channel response times metrics.

Skills Required:

  • Knowledge of the tools and systems used across online marketplaces, multi-channel inventory software and email ticket software.
  • A passion for online retailing and customer success, whilst showing an enthusiastic, creative drive to succeed.
  • Able to work as part of a team as well as using their own initiative to solve problems
  • Excellent communication and organisation skills showing attention to detail.
  • Strong knowledge of customer service ethic, principles and practices.
  • Experience in online retail a bonus.
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