Customer Service Manager- E Commerce Luxury Brand

2 weeks ago

London, United Kingdom Bloom Search International Full time

We have partnered with a beautiful luxury Online fashion and accessories brand who require a Customer Service Manager to deliver an exceptional customer journey experience.


You will have a strong background in general E commerce experience, and be able to work efficiently with responses to the customers via Job Purpose via email, bot and live chat, ensuring a seamless luxury customer service experience.


Responsibilities:

• Deliver exceptional customer service, in keeping with the brands ‘tone of voice’ .

• Communicate with customers via instant messages and emails.

• Record and act accordingly or advise the wider team on specific or escalating issues.

• Track and report on customer metrics to drive improvements in service and user experience.

• Implement eCommerce-specific strategies to secure customer retention.

• Work closely with internal teams to understand product in depth, and advise on customer views.

• Have a background in E commerce, with the ability to update imagery and notifications on site or via socials.

• Identify and resolve recurring issues to improve overall customer satisfaction and e-commerce performance.

•Ability to train further staff members as/when the team grows.


Skills and Experience:

• Customer service experience, ideally within ecommerce and/or luxury fashion.

• Previous experience with Shopify and Zendesk desirable.

• Excellent communication skills.

• Accurate and efficient

• Can do attitude

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