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.