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Customer Service Operations Coordinator

2 months ago

London, Greater London, United Kingdom Hirobe Limited Full time

Job Title: Customer Service Operations Coordinator

Location: Chertsey, Surrey

Working Arrangement: 3 days on-site, 2 days remote

Job Type: Full-time, Fixed Term Contract

Salary: Up to £45,000 PA

OBJECTIVE OF THE ROLE:

The Customer Service Operations Coordinator position within the Operations team is pivotal in aiding the eStore to meet its objectives and deliver exceptional service to customers. This role encompasses managing transitions within the eStore Customer Service team and ensuring that all operational procedures are well understood by customer service representatives. Effective communication among relevant stakeholders from Commercial Operations and Customer Service teams is essential.

PRIMARY RESPONSIBILITIES:

  • Report directly to the Customer Service Operations Manager.
  • Conduct daily, weekly, and monthly assessments of KPIs to evaluate the efficiency of the customer journey.
  • Work closely with the Customer Service Operations Manager to establish a continuous improvement program for customer experience.
  • Collaborate with various support teams to swiftly address any issues affecting customer satisfaction.
  • Deliver consistently high service levels to facilitate daily eStore operations.
  • Coordinate with Commercial Teams to ensure promotional activities are accurately set up and communicated to customer service teams.
  • Collect and analyze returns data.
  • Interpret collected data and prepare reports for relevant department heads and management.
  • Identify trends and patterns in the analyzed data.
  • Assist the Operations Team and other departments in formulating business objectives and requirements.
  • Develop new data collection and analysis methods within the Operations.
  • Create procedural manuals for the eStore Operations department.
  • Support the development of Customer Service training programs.
  • Prepare training materials for dissemination to the Customer Services team.

SKILLS AND QUALIFICATIONS:

Essential:

  • Proficient in Microsoft Office 365 applications.
  • Highly organized, efficient, self-driven, and solution-focused.
  • Ability to work effectively both independently and collaboratively.
  • Adaptable to change.
  • Excellent verbal and written communication skills, alongside strong time management abilities.
  • Detail-oriented with a strong commitment to follow-through.
  • Willingness to travel as necessary.
  • Capability to build strong relationships with colleagues and cross-functional business partners.
  • Strong execution capabilities.

EXPERIENCE:

Essential:

  • Prior experience in eCommerce operations.

WORKING HOURS:

37.5 hours per week. Some weekend and evening work may be necessary for emergencies and projects.

BENEFITS:

  • 25 days of annual leave.
  • Up to 15% discretionary performance-based bonus per annum (subject to successful completion of probation).
  • Defined Contribution Pension (up to 4% employee, up to 8.5% employer).
  • Permanent Health Insurance.
  • Private Medical Insurance (available from grade CL2-III).
  • 4x Life Assurance.
  • £55 monthly Flexible Benefits allowance (available after successful completion of probation), which can be used for gym memberships, travel insurance, life assurance, health assessments, dental insurance, etc.