CUSTOMER CARE ASSISTANT

£21,000 + BONUS

Our Client is looking for an experienced Customer Care Assistant Manager to support in leading the Customer Care team and deliver exceptional customer service. This position requires the individual to take ownership of their business area, monitor the customer care team activity and efficiency through tight KPIs management and processes, aid in the development and drive new Customer Care initiatives.

What you’ll be doing

  • Assist with the management of an international team of 34 Customer Care Agents increasing during peak times, operating across 6 alternating shift patterns.

  • Ensure each agent can deliver excellence in customer service by identifying and rolling out training initiatives as required.

  • Ensure agreed SLA’s are being delivered on a daily basis.

  • Regularly monitoring performances of the team through qualitative and quantitative dashboards.

  • Improve performance by driving quality of omni channel contacts.

  • Take ownership of all existing processes and drive improvement.

  • Develop relationships with key supporting teams internally including: Fraud team, IT, Social Media, Marketing and Retail so we can ensure efficiency and consistency across the business.

  • Develop relationships with key Logistic partners to ensure optimal service for our customers

  • Manage complaint escalations promptly and efficiently, ensuring action is taken to prevent any further underlying issues.

  • Communicate with stylist management on any matters associated with stylists, most importantly Press and VIP clientele.

  • Ensure the Customer Care supervisors are supported and regularly undertake individual and team meetings.

  • Manage team workflow and support with recruitment.

  • Any other duties as reasonably requested.

 

About you

  • Strong communication and process focus and the ability to prioritise tasks accordingly.

  • Experience working in international eCommerce. Multilingual sites are a plus, fashion is preferable.

  • Minimum 2 years Customer Care experience.

  • Experience with Salesforce and NewVoiceMedia beneficial – any other CRM and Call Centre Software a must.

  • Pragmatic and results-focused.

  • Data driven, customer focused, proactive, creative and innovative.

  • Able to work well independently and within a team; good communication skills with a “can do” attitude toward problem solving.