Customer Service Team Leader

1 week ago

Poole, United Kingdom Koin Limited Full time

Do you have experience providing a **first class customer service**? Are you looking to take a step up into a **Team Leader **position with more responsibility? Then look no further

Due to expansion and international growth, we are looking for a Customer Service Team Leader to join our Customer Experience team at Koin.

**We’re looking for a friendly and confident Team Leader who**:

- Has experience working in an ecommerce company
- Prides themselves on delivering a first class customer experience
- Would be confident in managing a small team
- Is able to prioritise their workload in an ever-changing environment

**Core responsibilities** include:

- Prioritising and allocating customer queries using our ticket management system
- Managing and upholding achievement of department SLAs
- Overseeing a team of Customer Experience Executives, holding weekly 121’s, providing training and up-skilling where needed
- Identifying and investigating incidents that impact our customers
- Management of disputes and chargebacks from our payment providers
- Supporting the team with customer queries where needed
- Investigating system issues that are affecting customers
- Being the first point of escalation for customer complaints
- Liaising with our Warehouse team to agree improvements in processes
- Reporting stats to the Customer Experience Manager

**Key Skills Required**:

- Experience working in a fast-paced Customer Service environment
- Experience in assisting and training colleagues previously
- An ability to learn new skills quickly
- Excellent verbal and written communication
- High level of confidence in using computers and systems
- Experience using a ticket management system
- Has a high attention to detail
- Prides themselves on delivering a high quality of work

**Remuneration**:

- Up to £25,000 DOE
- Free parking
- Modern office environment
- Free high quality coffee
- Sociable and friendly environment

Location: Poole (BH12)

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