Customer Service Manager

1 week ago


Guildford, Surrey, United Kingdom Anne Louise Boutique Full time
Job Description

LOCATION – GUILDFORD

ALB is a fast growing fashion brand looking for a customer service manager.

As ALB grows, we are looking for a passionate, hard working and humble individual to join us on this exciting journey in this role.

ROLES AND RESPONSIBILITIES


• Manage customer enquiries via all platforms including Shopify Inbox and social media channels.


• Follow department procedures and service level agreements


• Effectively communicate and follow up within deadline timeframes


•ensure and fulfil orders


• To provide the highest level of customer care to all customers.


• Performing additional administrative tasks within the department


• Reporting on fulfilment and warehouse errors and working hard to resolve any customer complaints.


• Reporting product and customer feedback to help continually improve our quality and product offering


• Managing courier claims and customer resolutions.


• Manage return payments for the website and Silk Fred platform.


• Managing daily checks of pending order payments


• Assisting senior team members with the presentation of trade reports on a weekly basis.

QUALIFICATION, SKILLS AND EXPERIENCE


• Highly organised and self motivated


• Flexibility


• Positive and professional attitude


• Computer Literacy – knowledge of Zendesk is desirable however not essential


• Experience using Excel


• Experience in customer service is preferable

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