Customer Experience Lead

2 weeks ago


Luton, Luton, United Kingdom JD Full time
Job Title: Senior Customer Service Operations Manager

Job Summary:
  As a key member of our customer service team, you will be responsible for leading our customer service operations in the UK. You will work closely with various teams to ensure seamless customer experience, develop and implement customer service policies, and optimize customer service platforms and tools.

Responsibilities:
  
  1. a. Develop and implement customer service policies, procedures, and standards
      b. Build, lead, and develop the customer service team
      c. Handle customer inquiries, complaints, and issues
      d. Work with logistics, sales, and marketing teams to ensure seamless customer experience
      e. Monitor customer service performance metrics and identify areas for improvement
      f. Train, mentor, and develop customer service staff
      g. Optimize customer service platforms and tools
      h. Develop strategies to handle seasonal customer service demands
      i. 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


Estimated Salary:
  £50,000 per annum, based on market rates.

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