Customer Service Manager

4 weeks ago


London, Greater London, United Kingdom Jaded London Full time
Customer Care and Complaints Manager

At Jaded London, we're committed to delivering exceptional customer experiences. As our Customer Care and Complaints Manager, you'll play a vital role in ensuring our customers receive seamless support from the moment they place an order to delivery.

Key Responsibilities:
  • Manage and motivate our Customer Care Team to provide flawless service and resolve issues efficiently.
  • Continuously improve the customer experience by reviewing procedures and policies to ensure they meet the highest standards.
  • Handle customer queries, returns, exchanges, and product faults via email, live chat, or social media.
  • Monitor and respond to customer comments on our social media channels, reflecting our brand's voice and tone.
  • Utilize customer service software, including Shopify and Gorgias, to resolve data flow and settings issues.
  • Collate and analyze data on customer interactions, response times, and returns processed.
  • Develop a deep understanding of our products and brand to provide expert support.
  • Work closely with the team to resolve shipping, size, and price issues across all platforms.
  • Minimum 2-3 years of experience as a Customer Care Manager for online stores, managing a team of at least 4 people.
Requirements:
  • Proven experience managing customer service systems and teams.
  • Working knowledge of customer service software, databases, and tools.
  • Dedication to providing exceptional customer service.
  • Strong Excel and Outlook skills.
  • Ability to work flexible hours, including weekends and evenings, to support the team.
  • A genuine passion for fashion and the Jaded London brand.
What We Offer:
  • 50% Employee Discount.
  • 24 days' holiday per year (plus bank holidays).
  • A paid day off on your birthday.
  • Hybrid Working Arrangements - 1 day per week WFH.
  • Pension Scheme (3% Jaded, 4% You).
  • Bonus Scheme.
  • Employee Assistance Programme for you and your family.
  • £500 employee referral bonus scheme.
  • Local Business Discounts.
  • North-West London office location with excellent transport links.
  • Casual office dress code.
  • Fully-stocked kitchens and fridges.
  • Regular Office Social Events.


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