Overview
Vivienne Westwood is seeking an Ecommerce Customer Service Supervisor - Japanese and Chinese Speaking for a full-time, 12-month role based in our Merton office. This position is part of the Ecommerce team and focuses on overseeing customer service operations, handling inquiries and issues to ensure a positive customer experience, retention, and service performance.
Responsibilities
- Oversee the Japan customer service team operations, monitor performance metrics, and provide feedback and training to improve service quality and customer satisfaction.
- Develop and implement VW customer service policies and procedures to ensure efficient handling of inquiries and issues.
- Monitor and report on order generation and order fulfilment across localised warehouse and carrier functions.
- Collaborate with IT and systems integration teams to identify and enhance internal system performance related to customer order fulfilment, tracking, and processing.
- Coordinate with UK and Japan stakeholders, including logistics and sales, to address customer service concerns and improve localised service delivery.
- Analyse customer feedback and trends to identify improvement opportunities in products and services.
- Manage escalated customer issues, provide solutions, and ensure timely resolution.
- Support the development of training programs and materials for customer service staff to enhance product knowledge and service skills.
- Stay updated on industry trends and best practices in ecommerce customer service to continually enhance operations.
(Please note this is not an exhaustive list of duties and you may be required to perform additional duties to fulfil the requirements of the role)
Profile & Key Skills
- 5+ years of experience
- Proficient in Salesforce Service Cloud, Order Management Systems (OMS), and SAP
- Skilled in leveraging advanced Excel capabilities to analyse data and streamline operations
- Ecommerce Customer Experience (CX): 5+ years in B2C order management and fulfilment
- Salesforce Service Cloud & OMS: Expertise in managing customer interactions and order processes
- SAP: Skilled in integrating systems for efficient operations
- Advanced Excel: Proficient in data analysis, reporting, and process optimization
- UX/UI: Strong focus on enhancing user interfaces and customer interactions
Benefits
- Training
- Health & wellbeing support (includes Private Medical Health Insurance, EAP, Gym Discounts, Financial Planning Service, etc.)
- Perkbox membership: access to perks, discounts, and wellness resources
- Cycle to work scheme
- Generous annual leave allowance
- Pension Scheme
- Opportunity to develop new skills and progress in your career
- Opportunity to work for a company that cares about its people and the environment
Vivienne Westwood is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.
Privacy: For our privacy statement please visit the provided link.
Seniorilty level
Employment type
Job function
- Customer Service and Other
- Industries: Retail Luxury Goods and Jewelry
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Fractions of notices removed for clarity. This job posting reflects the current opening.
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