Ecommerce Customer Service Manager

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