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Customer Service Manager

2 months ago

London, UK, United Kingdom PERCIVAL Menswear Full time

Percival Menswear is a menswear brand based in Hackney, East London. We combine a quintessentially British sense of understated style with rare, internationally-sourced fabrics and materials. We design, produce, and shoot everything from our London studio, we believe in keeping our offerings fresh and varied with frequent spicy collaborations and trend collections.


We are looking for a keen Customer Service Manager or Customer Service Agent looking to progress.

Our customers quickly become our friends, we like to give extra attention and service to them all within our tone of voice and prompt resolution time.


Role Description

This is a full-time role for a Customer Service Manager at Percival Menswear. The Customer Service Manager will be responsible for managing day-to-day tickets, providing support to customers through prompt resolution of tickets. Management of our external customer service agency, ensuring high levels of customer satisfaction. The role is based in east London, with flexibility for some remote work.


Customer

- Prompt first response time, on brand communication with customer, timely and efficient

- Reducing returns, knowledgeable on brand and product to educate customer

- Trustpilot/Yotpo, managing customer feedback and finding a response

- Timely management of all customer points of contact, Chat, email, socials, CS Outsource

- Management of CS partner, correct brand tone of voice, sharing forecasted volumes to manage peak

- Share KPIs and ways to achieve


Profitability

- Reducing returns

- Timely communication with customers, working to key KPIs

- Proactively upselling, saving returns, exchanges, keeping customers happy to retain them


Communication

- Weekly reporting and communication to departments, reporting on customer response time, top topics,

cost per resolution, time per resolution, return reasons, orders on hold, delivery delays, unresolved tickets

- Clear and concise communication within and between departments


Organisation

- Self starting, set up new processes and drive change - Organisation; methodical and efficient

- Respect of workspace and keeping it tidy


Values

- Support Percival with brand mission, To deliver accessible uniqueness to every wardrobe.

- Sustainability, reducing returns, reducing packaging