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Customer Experience Manager

2 months ago

Liverpool, Liverpool, United Kingdom Zachary Daniels Full time

We are seeking a highly skilled Customer Service Director to join our team at Zachary Daniels, a dynamic and entrepreneurial outdoor sportswear brand. As a key member of our customer service team, you will be responsible for leading and managing a team of customer service representatives, providing coaching, training, and development opportunities to ensure excellent customer service delivery.

Main Responsibilities:

  • Lead and manage a team of customer service representatives, providing coaching, training, and development opportunities to ensure excellent customer service delivery.
  • Develop and implement customer service policies and standards.

  • Address and resolve customer complaints or concerns, escalating issues when necessary.

  • To develop the tools available to better manage customer interaction, including the adoption of live chat and CRM systems.

  • Take ownership of creating and maintaining KPIs which manage and drive team efficiency.

  • Collaborate with cross-functional teams to address customer pain points and improve overall customer experience.

Requirements, Skills, and Experience:

  • Experience in a similar customer services management role.

  • Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.

  • Strong problem-solving skills and the ability to handle customer complaints or difficult situations with empathy and professionalism.

  • Enthusiastic understanding of omni-channel operations - cross departmental - online and offline.

  • Able to develop a team through training and mentoring.

Benefits:

  • Full-time, Permanent.
  • Generous staff discount.
  • Discounted marketplace with money off/cash back from 100's of places.

Job Type: Full-time

Salary: Competitive