- Ensuring customers receive top level of customer service when engaging our brand products.
- Ability to build a team of customer service personnel who will protect the brands and increase retention and loyalty.
- Establish a method to deal with calls and maintain a rapid response rate according to agreed standards both on phone and email tickets.
- Maintain detailed and accurate records of phone queries.
- Institute fundamental customer service policies, ensure these are followed through on the customer journey, and satisfaction targets are met.
- Encourage your team to take ownership in resolving customer queries.
- Measure and report performance of all campaigns.
- Handle manager escalations to the highest standards.
- Understand channel response times metrics.
- Knowledge of the tools and systems used across online marketplaces, (ebay, Amazon, Instagram, Facebook ) multi channel inventory software and email ticket software.
- A passion for online retailing and customer success, whilst showing an enthusiastic, creative drive to succeed.
- Able to work as part of a team as well as using their own initiative to solve problems
- Excellent communication and organisation skills showing attention to detail.
- Strong knowledge of customer service ethic, principles and practices.
- Experience in online retail a bonus.
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Senior Customer Service Exec - Manchester, United Kingdom - House of Fashion Associates Ltd
Description
Location: Manchester
Type: Permanent
Salary: £25,000 - £26,000 Per Annum
Senior Customer Service Exec (online homeware brand ) Worsley £25k
Our client is a growing online/ecommerce homeware brand based in Greater Manchester. They import household textile products and directly dispatch to multiple global online channels and end consumers.
This is an active role and an exciting opportunity for a motivated person to develop their career, with a quality focused company in a new, key position within the business.
The successfulcandidate will have experience working for a successful online e-commerce brand as a Senior E-commerce Customer Service Exec and dealt with all enquiries from Facebook, Instagram, and all online platforms.
E-commerce Customer Service Team Leader/Exec to join an exciting and growing, multi branded business in Manchester.Responsibilities include:
What you'll need to succeed:
10% phone, 90% email
MONDAY TO FRIDAY
0900 TO 5.00
OFFICE BASED IN WORLSEY