Customer Service Operations Manager

4 weeks ago

Coventry, Coventry, United Kingdom JD Full time
Customer Service Manager Job Description

We are seeking an experienced and dynamic Customer Service Manager to lead and manage our customer service operations in the UK.

Key Responsibilities:

  • Build, lead, and develop the customer service team from the ground up, ensuring high levels of customer satisfaction and efficient issue resolution.
  • Develop and implement customer service policies, procedures, and standards.
  • Manage day-to-day customer interactions, handling escalated customer inquiries, complaints, and issues.
  • Work closely with other departments, including logistics, sales, and marketing, to ensure a seamless customer experience.
  • Monitor and analyze customer service performance metrics, identifying areas for improvement.
  • Train, mentor, and develop customer service staff, creating a positive and productive work environment.
  • Ensure that customer service platforms and tools are optimized for efficiency and effectiveness.
  • Develop strategies to handle seasonal customer service demands, including peak shopping periods.
  • Support the setup and growth of the customer service team as the business scales.

Requirements:

  • Proven experience in a customer service management role, preferably in an e-commerce or retail environment.
  • Experience in building and scaling customer service teams.
  • Strong leadership and team management skills.
  • Fluency in English is required; proficiency in Chinese is a strong plus.
  • Ability to use and manage customer service software and tools effectively.
  • Bachelor's degree in business, management, or a related field (preferred but not required).

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