Reporting to Ecommerce Operations Manager, you are responsible for leading customer service team to deliver exceptional service, setting performance targets and developing policies to improve customer satisfaction and loyalty.
Role And Responsibilities
In-house customer service team
- Manage in-house customer service team. Evaluate team structure. Recruit, train and develop team members.
- Coach and support team members in handling complex, escalated, or high-level VIP complaints, ensuring timely and satisfactory resolution.
- Resolve PayPal disputes timely.
- Manage refund registration
- Set effective KPIs and monitor performance weekly.
- Implement actions to reduce ticket backlog, reduce ticket to order ratio, improve response time, response quality, resolution time and CSAT. Eventually build the team to not only resolve customer issues, but to support the business in retaining and converting customers from a commercial perspective.
Outsourced contact centre
- Evaluate outsourced contact centre and possibly select and migrate to a new partner.
- Set relevant KPIs to contact centre that are different from in-house team and hold them accountable.
- Regular meetings and visits to contact centre.
- Check agent quality by sampling a percentage of responses. Identify problems and resolve root causes.
- Reduce escalation rate from contact centre to in-house team. Improve response time, response quality, resolution time and CSAT.
General management
- Weekly KPI reporting - identify key trends, issues or complaints and implement action plans. Regularly analyse customer surveys and other feedback data to inform decisions. Review workflows and email templates. Review operating model between in-house team and outsourced contact centre and propose strategies.
- Forecast ticket volume and plan resources and scheduling accordingly in advance in response to business scaling.
- Review training needs and improve training materials, training process, training quality internally and externally.
- Constantly optimise technologies, systems and automation for efficiency where suitable.
- Collaborate with the wider teams to provide customers with information regarding fulfilment, product information, stock, etc. and improve the process. Support onsite product reviews and improve external customer review scores (e.g. TrustPilot).
- Ensure compliance with personal data protection rules.
- Balance the objectives of improving service levels and controlling costs.
Knowledge and skills
- At least 5 years’ solid ecommerce customer service experience at established fashion, homeware or lifestyle brands or retailers, ideally covering wide European markets.
- Existing experience in managing in-house customer service team and outsourced contact centre. Exceptional leadership skills with the ability to drive and motivate performance through effective training and coaching skills.
- Proficiency in CRM software (Zendesk, Gorgias, AI agent, chatbot), ERP systems and Microsoft Office Suite.
- Demonstrating Solid achievements in KPIs, efficiency and customer satisfaction rather than activities.
- Proactive and self-motivated. Excellent problem-solving skills. Passionate about customer care.
- Highly organised with the ability to multitask. Good attention to detail. Resilient, focused under pressure in a fast-moving commercial environment.
- Effective communication skills, written and verbal, with a natural ability to connect with people at all levels.
- Educated to degree level.
- Proficiency in any of the following languages would be a plus: German, French, Italian or Spanish.
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