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Customer Service Team Lead

2 months ago

Manchester, United Kingdom SWAY Hair Extensions Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at SWAY Hair Extensions. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and ensuring that our customers receive a consistently high-quality experience.

Key Responsibilities
  • Customer Service and Support: Provide timely and effective support to customers via telephone, email, or other communication channels, resolving their queries and concerns in a professional and courteous manner.
  • Complaint Handling: Handle and resolve customer complaints in a fair and efficient manner, ensuring that customers are satisfied with the outcome.
  • Enquiry Handling: Obtain and evaluate all relevant information to handle product and service enquiries, providing accurate and helpful responses to customers.
  • Record Keeping: Record details of customer interactions, comments, and complaints, and maintain accurate records of customer transactions.
  • Relationship Building: Build and maintain relationships with customers, internal stakeholders, and external partners, communicating effectively and providing feedback on the efficiency of our customer service process.
Requirements
  • Experience: A minimum of 24 months of experience in a customer service role, preferably in a fast-paced environment.
  • Industry Knowledge: Experience working with a fast fashion brand or similar paced business.
  • Technical Skills: Proficiency in MS Office, including Word, Excel, and Outlook.