Customer Service Manager- Fashion

7 days ago


Mitcham, Greater London, United Kingdom Bloom Search Ltd Full time

We have partnered with a leading fashion brand who requires an experienced Customer Service Manager, to develop and build the established customer service team further.


Responsibilities and Duties:

  • Set up and monitor appropriate customer service metrics.
  • Understand and implement a clear tone of voice and customer care strategy.
  • Dealing with customer inquiries, aftercare, and special requests.
  • Developing and training customer service agents
  • Implementing effective motivational KPI's for customer service agents.
  • Effectively highlighting training needs for under performing customer service agents and managing appropriate HR and disciplinary procedures when required.
  • Liaising with our warehouse team to ensure customer issues are being resolved in a timely manner.
  • Looking at innovative ways to improve the customer care journey.
  • Managing rota patterns
  • Creating weekly reports to the design and garment tech teams to show any issues arising on products/fit.
  • Experience of Zendesk
  • Having enthusiasm for our exceptional leisurewear brand.

Requirements:

  • Experience managing a team within customer care (preferably online retail).
  • Good knowledge of Excel, Outlook and Zendesk
  • Strong management experience
  • Experience with customer care software.
  • Inspiring and motivational management style
  • Ability to take ownership, delegate and solve problems quickly.
  • A key stakeholder within a business you will be able to converse with Senior management, and be a stand out 'voice' for the customer service team.
This role will be based in the warehouse office, in South London.

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