Customer Service Manager

4 weeks ago

Coventry, United Kingdom JD.COM Full time

We are seeking an experienced and dynamic Customer Service Manager to lead and manage our customer service operations in the UK. The ideal candidate will have a background in e-commerce, customer service, and team leadership, with a strong willingness to work in a startup environment.

Key Responsibilities:

  • Build, lead, and develop the customer service team from the ground up, ensuring high levels of customer satisfaction and efficient issue resolution.
  • Develop and implement customer service policies, procedures, and standards.
  • Manage day-to-day customer interactions, handling escalated customer inquiries, complaints, and issues.
  • Work closely with other departments, including logistics, sales, and marketing, to ensure a seamless customer experience.
  • Monitor and analyze customer service performance metrics, identifying areas for improvement.
  • Train, mentor, and develop customer service staff, creating a positive and productive work environment.
  • Ensure that customer service platforms and tools are optimized for efficiency and effectiveness.
  • Develop strategies to handle seasonal customer service demands, including peak shopping periods.
  • Support the setup and growth of the customer service team as the business scales.

Key Requirements:

  • Proven experience in a customer service management role, preferably in an e-commerce or retail environment.
  • Experience in building and scaling customer service teams.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced, startup-like environment.
  • Fluency in English is required; proficiency in Chinese is a strong plus.
  • Strong problem-solving abilities and a customer-first mindset.
  • Ability to use and manage customer service software and tools effectively.
  • Bachelor’s degree in business, management, or a related field (preferred but not required).

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