Ecommerce Customer Service Manager

Location
London
Posted
16 Sep 2021
Closes
16 Oct 2021
Function
Ecommerce
Level
Manager
Contract Type
Permanent
Hours
Full Time

An opportunity has arisen in the Digital team for a Customer Service Manager to lead and develop our growing Ecommerce Customer Service team.

Key Responsibilities:

  • Manage a growing team of Ecommerce Customer Service Advisors to provide a seamless and personalised customer experience across all DSM London customer care channels including email, Zendesk, phone, Trust Pilot, live chat and social media channels
  • Understand and implement a clear tone of voice and customer service strategy
  • Set KPI’s and objectives for the team and deadlines to ensure customer service is running smoothly
  • Explore innovative ways to improve and grow the Customer Service team globally and augment the customer journey
  • Manage escalated customer tickets, providing appropriate and personalised responses to resolve any issues  

Ideal Candidate:

  • A minimum of 2-3 years experience in Ecommerce Customer Service Management
  • Zendesk and Trust Pilot experience preferable
  • Have a great knowledge of DSM and general love for the brand
  • Excellent attention to detail and verbal/written communication skills

Occasional weekend coverage will be required

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