Customer Experience Manager

1 week ago


Marlow Buckinghamshire, United Kingdom Trinity Resource Solutions Full time

**Job Summary**

Trinity Resource Solutions is seeking a highly skilled Customer Service Team Lead to join our team. As a key member of our customer service team, you will be responsible for managing a team of customer service agents, ensuring excellent customer service, and driving process improvements.

**Key Responsibilities:**

  • **Team Management**: Manage a team of customer service agents, providing guidance, support, and coaching to ensure excellent customer service.
  • **Customer Service**: Effectively manage customer interactions, including calls, emails, and chats, to resolve issues and provide solutions.
  • **Process Improvement**: Identify areas for process improvement and implement changes to enhance customer service and team efficiency.
  • **Reporting and Analysis**: Analyze customer service metrics and provide insights to inform business decisions.
  • **Ad-hoc Duties**: Perform other duties as assigned by the Line Manager to support the team and business objectives.

**Requirements:**

  • **Experience**: 2+ years of experience in team management and customer service, preferably in an ecommerce environment.
  • **CRM Experience**: Experience with CRM systems, ideally Salesforce.
  • **Ecommerce Knowledge**: Thorough understanding of ecommerce processes, from conversion to fulfillment to customer service.
  • **Soft Skills**: Self-motivated, passionate, and enthusiastic approach to work, with excellent communication and interpersonal skills.


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