Senior Customer Service Operations Manager
2 days ago
We are seeking an experienced Customer Service Operations Manager to lead our customer service operations in the UK. This role is responsible for developing a team from scratch, ensuring high customer satisfaction, and efficient issue resolution.
Key Responsibilities:
- • Develop and implement customer service policies, procedures, and standards
• Build, lead, and develop the customer service team
• Handle customer inquiries, complaints, and issues
• Work with logistics, sales, and marketing teams to ensure seamless customer experience
• Monitor customer service performance metrics and identify areas for improvement
• Train, mentor, and develop customer service staff
• Optimize customer service platforms and tools
• Develop strategies to handle seasonal customer service demands
• Support the setup and growth of the customer service team
Requirements:
- • Proven customer service management experience in e-commerce or retail
• Experience in building and scaling customer service teams
• Strong leadership and team management skills
• English fluency required; Chinese proficiency a plus
• Ability to use customer service software and tools effectively
• Bachelor’s degree in business, management, or a related field preferred
Salary:
£45,000 - £60,000 per annum, depending on experience.
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