Urgently Hiring Customer Service ManagerRetailViman NagarPune - Ash, United Kingdom - Showcase

Description

Reporting to the Head of Digital Strategythis role is in charge of managing email customer service functionsprimarily from our ecommerce customers but occasionally from ourstore customers. The goal is to carefully balance customersatisfaction with company policies for the longterm benefit of ourcompany and our customers. Your primary goal isto: Drive customer loyalty by creatingpositive customer experiencesImprove instore and online sales byturning those experiences into repeat visitsProtect company assets througheffective fraudanalysis strong inventory practices and effectivereturns procedures.KeyResponsibilities:

• Engage with customers daily viaemail and livechat through our website to address to address andresolve their concerns. These may include instore customer serviceexperiences issues with products such as defects missing parts ordamages as well as order inquiries for purchases made through ouronline site.
• Collaborate with our store fieldteam staff where necessary to address customerconcerns.
• Daily review of orders through ourecommerce platform to identify highrisk or fraudulentorders.
• Assist customers who wish to returnecommerce purchases by creating Return Authorizations Trackingcustomer returns using our internal audit systems and issuingrefunds.
• Arrange for reshipment and trackingof ecommerce orders where necessary.
• Workproactively to prevent or manage major customer service issues(i.e. backorders shipping delays etc.).
• Escalate significant issues to management.
• Identify patterns/trends in customer service tickets that indicatelarger issues.

Requirements: Experience with North American customerservice. Excellent written and spokenEnglish. Customerservice mindset to balancecustomer satisfaction with company policy.Comfortable diffusing customer serviceissues. Able to problemsolve on the flymaking smart judgement calls when required.Comfortable in a Windows environment. Retailexperience is a plus.AboutShowcase:Founded in 1994 Showcase is the Home of theHottest Trends and the worlds largest retailer of its kind. With150 trend stores in North Americas best shopping centers Showcaseoffers the most fun interactive new and unique products ever all ina retail environment where you can try it before you buy it. Wecall it retailtainment With 109 Canadian and 41 US trend storesShowcase continues to cement the companys position as a globalleader in interactive retail and lifestyle trends. We are a multiyear recipient of Deloitte s Best Managed Companies Award (and2023) and the Omni Channel Excellence Award for 2022 from theExcellence in Retailing Awards (ERA). Showcase also serves on theBoard of Directors of the Retail Council of Canada. To learn moresee our Corporate Overview:

customerservice,retail,store