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Customer Service Manager

3 months ago

London UK, UK, United Kingdom Orange Connex Global UK Ltd Full time

Core Values of the Position:

To manage the local customer service operation within Orange Connex, an international e-commerce fulfilment services provider (B2B). Driving the highest quality standards within the industry when it comes to quality, customer centricity while maintaining a cost efficient operation and focussing on continuous improvement of the services offered.

Responsibilities:

  1. Support, develop, inspire and manage the local customer service team for UK and International customers
  2. Ensure that customer enquiries are met with timely, accurate and appropriate responses (Currently using Zendesk).
  3. Further help standardizing the daily (B2B) case handling of customer requests
  4. Monitor and drive the teams´ KPIs & performance. Creating KPI management reports.
  5. Maintain and expand the knowledge database and training standard, including seller manual, training materials, FAQs & etc.
  6. Creating and driving customer performance analysis, including follow up with customers and the team.
  7. Closely collaborate on customer experience with the sales team and the product manager
  8. Alignment and best practice sharing with EU customer service team in Berlin
  9. Collaborate with all relevant internal departments to continuously improve the local customer experience.
  10. Being and representing the voice of your local customers in international meetings
  11. Attend and participate in client meetings.

Qualifications:

  1. Over 5 years of experience in the customer service sector, preferably in e-commerce, fulfillment the logistics industry.
  2. Multinational company work and cross-cultural communication experience.
  3. Good customer service related software skills (Zendesk, Confluence / Atlassian, SharePoint or similar, etc.), further relevant software experience is a plus.
  4. Good training, coaching and personnel management experience. An empathetic team player.
  5. You speak English at (almost) native speaker level, other languages are always an advantage
  6. Strong communication, collaboration and coordination skills.
  7. Strong KPI management and project management capabilities.
  8. Analytical & problem-solving capability and attitude.
  9. Strongly self- and team-driven, creative thinking a big plus.