Customer Service Manager

Recruiter
Peachy Den
Location
London (Greater) (GB)
Posted
27 Oct 2022
Closes
27 Nov 2022
Function
Customer Service
Level
Manager
Contract Type
Permanent
Hours
Full Time

A fantastic opportunity to join the Head Office of a successful and rapidly growing fashion business. We are looking for a proactive and efficient team player to assist with our strategic growth and expansion plans.

Key Responsibilities:

  • Provide personalised customer experience across all customer care channels.
  • Lead by example in providing outstanding assistance to customer queries for example: Fit of garments, product enquiries, delivery queries, issue resolution & complaints.
  • Ensure customers are provided with a accurate, professional and timely responses maintaining the Brand tone of voice throughout all comms.
  • Manage escalated customer complaints
  • Awareness of the Ecommerce campaign calendar and the impact it may have on customer journey – Pre Sales, Promos etc.
  • Build effective relationships with business stakeholders and partners including Customers, Ecommerce & 3PL implementing improvements as necessary to support business function.
  • Support the E-commerce team and Operations in London - Pop Ups, Sample Sales.
  • Responsible for POS and stock management alongside Merchandiser.
  • Hire & train temporary retail staff for any physical retail presence
  • Ownership, monitoring, reporting and enhancement of transactional and post purchase workflow activities on website including fraud management, payment processing and refunds.
  • Commercially analyse customer data via all channels in order to articulate key areas of concern to appropriate team. Identify and share any business decisions that may impact the customer negatively.
  • Raise any website content issues. Feedback and collaborate to make improvements to website to aid customer experience and checkout user journey.
  • Manage customer focus events 
  • Continually share customer and brand insights with wider team.

The ideal candidate:

  • 4+ Years in similar online Customer Service role within a Fashion Brand
  • Exceptional communicator
  • Outstanding command of the English language, spoken and written
  • Experience in e-commerce, wholesale and operations
  • Experience in CRM system highly advantageous - Zendesk, Gorgias, Clicksit, Judgeme
  • Team player with collaborative mind set and enthusiasm
  • High level IT and analytical skills &              
  • Excellent use of Microsoft Office Package
  • London Based

Salary:

  • Full Time
  • Salary dependant on experience

 

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