Senior Customer Engagement Specialist

3 weeks ago


Glasgow, United Kingdom Page Personnel Finance Full time

To lead the Customer Service Team, interacting daily with customers providing them with advice and guidance on our product range. Work closely with the social media, design and logistics teams with a view on providing the best customer service possible.

**Client Details**

E-commerce brand with global distribution.

**Description**
- Lead the Customer Service team.
- Formulate the customer service strategy across all touchpoints, set KPI's and drive the performance of the team.
- Engage with all social media channels (Facebook, Instagram, Twitter and Tik-Tok) for both organic and paid content in a friendly, polite, and timely manner - resolving issues, advising on product queries, tracking parcels, or dealing with a multitude ofother varied and surprising questions.
- Moderate spam, trolling or offensive comments.
- Drive customer engagement including qualitative and qualitative feedback and research.
- Look out for and act against counterfeit and fraudulent products / posts.
- Link with design team for product updates and new product development and launch.
- Host customer focus groups and other feedback sessions to help evaluate new products and garner insight from customers.
- Generate replacement customer orders, arrange refunds, track orders, and offer advice.
- Provide personable and individual customer service.
- Liaise with colleagues across all departments in particular social media and design, to include communication with warehouse, technical support, or other colleagues to resolve customer issues and ultimately enhance the customer experience.

**Profile**
- Second language desired but not essential
- Organized
- Collaborative
- Task orientated & agile
- Thrive working in a busy environment

**Job Offer**
- Competitive salary
- City Centre location
- Hybrid working available



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