Client Care and Support Lead
2 weeks ago
Jaded London seeks a highly skilled Client Care and Support Lead to join our team. As a key member of our customer care department, you will be responsible for providing exceptional support to our customers and resolving any issues that may arise.
The ideal candidate will have a minimum of 2-3 years experience as a Customer Care Manager for online stores, with a proven track record of managing a team of at least 4 people. A working knowledge of customer service software, databases, and tools is essential. The salary for this position is estimated to be around £35,000 - £42,000 per annum based on location and industry standards.
We offer a competitive benefits package including 50% Employee Discount, 24 days holiday per year, a paid day off on your birthday, hybrid working arrangements, pension scheme, bonus scheme, employee assistance programme, £500 employee referral bonus scheme, and local business discounts.
In this role, you will be responsible for:
- Managing, motivating, supporting, and coaching the Customer Care Team.
- Continuously improving the customer experience, creating engaged customers, and facilitating organic growth.
- Regularly reviewing procedures and policies to ensure they provide the best customer experience.
- Dealing with customer queries and assisting with returns, exchanges, and any product faults via email/live chat/social media.
- Accessing Jaded social media accounts; responding to customer comments positively and responsively, reflecting our audience and the brand.
- Using various customer service software, including Shopify/Gorgias.
- Resolving relevant data flow and settings issues in the software used.
- Data entry, including weekly collation of all data regarding the number of emails replied to, response times, returns processed, etc.
- Demonstrating great knowledge of our product and general love for the brand.
- Handling any shipping, size, or price issues across all platforms.
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