E-commerce Customer Service Manager

3 days ago


Greenford, United Kingdom Anne Jagger Recruitment Full time

Successful West London based fashion business is seeking an experienced E-commerce Customer Service Manager

You will be responsible for the entire customer service department and will be managing a team of at least 6 people that includes in-house and outsourced staff.

**Main Responsibilities Include**:

- Develop and implement customer service policies and procedures
- Define and communicate customer service standards
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Ensure the necessary resources and tools are available for quality customer service delivery
- Ensure all disputes and return requests, and PayPal cases are responded to promptly and precisely
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Identify and address staff training and coaching needs
- Achieve individual targets and contribute fully to achieving departmental response time targets to queries.
- Liaison with courier companies, resolving parcel delivery issues including managing claims for lost parcels.
- Liaising with internal departments including the inventory management, the Warehouse, and order fulfilment

**Required Skills & Experience**:

- Managerial experience in an e-commerce customer service role
- Experience supporting Amazon customers.
- e-commerce customer service experience.
- Passion for e-commerce and open to learning
- Anne Jagger Recruitment Ltd is an employment agency and employment business_



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