Customer Service Manager

Job Description

Our client are a fast growing ecommerce business. Due to outstanding growth they are now looking for a Customer Service Manager to join the team.You will be responsible for:6-8 Customer Service Assistants1 x Customer Service Supervisor1-2 Technical Advisors Role purpose The Customer Service Manager is responsible for the day-to-day management of the customer service team, which provides pre-purchase and post-purchase support via telephone, email, and live chat across three specialist ecommerce websites.The Customer Service Manager leads and motivates the team so they provide first class customer service, quickly resolving customer support requests, to increase customer satisfaction. They monitor service levels and are responsible for developing new processesand techniques that improve the customer experience and increase team efficiency. Key areas of the role Planning: Manages the staff rota so sufficient staff are present to cope with the forecast workload so they can answer calls and emails within the target SLA times.Staff development: Monitors the performance of staff and provides coaching to help them handle calls and emails more efficiently and increase customer satisfaction scores. Ensures that all contact with customers is friendly and professional.Continuous improvement: Manages the teams workload and identifies and manages or creates processes to help improve the customer experience, reduce the CS workload, and improve efficiency.Customer service: During peak times, answers telephone calls, emails, and live chats to support the team in providing a consistent high-quality service, even when demand spikes.Conflict resolution: Assists the team by handling, when necessary, any conflict resolution, negotiation, and de-escalation issues. Provides appropriate solutions to keep customers happy so they purchase from us again, while keeping costsas low as practical.Recruitment: Handles the recruitment of full- and part-time customer service staff to help the team cope with the increasing workload developing as the company grows faster, or when seasonal sales peaks increase CS demand.Analysis and reporting: Analyses the performance of the team against SLAs and targets using Zendesk and reports this to the wider business. Identifies potential changes required within and outside the department to reduce CS workload andimprove customer experience. Skills required

• Previous experience in the management of a small but busy customer service team.
• Strong leadership skills to help motivate the team and help them develop.
• Data-driven and analytical, with the ability to identify ways to improve KPIs.
• Calm, patient, diplomatic, and tactful when dealing with customer complaints.
• Good IT skills, ideally including previous experience with Zendesk or a similar CRM.
• Previous experience in processing orders using Magento or similar would be useful.
• Ensures that the team provides a friendly and professional service at all times.
• Ensures that the team meets Service Level Agreements for customer support.
• Generates Customer Satisfaction (CSAT) scores above the target level.
• Utilises time saving techniques to increase the volume of tickets handled.
• Liaises with other departments to help improve efficiency and customer experience.

Key measures of success Excellent package on offer

Keyskills :
Call CentreCustomer CareCustomer ServiceEcommerceZendesk