london / full-time / head office #meta_split#

A fantastic opportunity has arisen for an experienced Customer Service Manager to join Skinnydip. We are looking for a talented individual to join and lead the Customer Service team. You will be responsible for a small team, and you will oversee all customer communications, processes and systems and ensuring customer satisfaction.

Responsibilities:

  • Provide hands on day-to-day leadership and support to the Customer Service team to enable them to effectively support customer requirements and demand.
  • Review existing processes and system to ensure proficiency e.g., delivery service, email platform.
  • Plan customer service strategy to improve customer experience with Skinnydip to encourage repeat visitors – thinking creatively about ways to optimise all customer experiences.
  • Provide training and guidance to a team of customer service representatives encouraging them to work to the best of their ability whilst delivering a high standard of customer service.
  • Monitoring all customer interactions and creating reports analyzing the service that is being provided to customers.
  • Setting individual and team targets for all representatives to help maximize performance
  • Investigate and solve customer’s problems that may be passed on by Customer Service Representatives.
  • Improve customer service procedures, policies and standards in the department and across the business ensuring we are always putting the customer first.
  • Ensure representatives are keeping accurate records of all correspondence with customers and monitoring any trends.
  • Securely recording customer data, ensuring all information & financial records are kept private and secure – where necessary making sure we are GDPR compliant.
  • Ensure we are following communication procedures and guidelines.
  • Being a problem solver to help frustrated customers and to turn their experience into a positive one.
  • Master our internal management system to efficiently and effectively help our customers.

 

What we need from you?

 

  • Experience running a small team of Customer Service Representatives, responsible for their, training and development.
  • Understanding of Supply Chain, Ecommerce, Operations processes and systems.
  • Extensive understanding of Customer Service CRM systems and programmes e.g. Zendesk, Shopify.
  • Outstanding written/email skills; able to write content and communicate in a clear, well-written style in keeping with Skinnydip brand guidelines.
  • Excellent communication and inter-personal skills; able to form effective relationships with customers and employees.
  • Additional languages advantageous.
  • Ability to effectively handle all types of customer enquiry from product assistance to complaints.
  • Highly skilled operating with Microsoft Office packages, specifically Excel.
  • A genuine desire and enjoyment in helping customers and championing our service and values.
  • You must possess high levels of accuracy paired with impeccable attention to detail.
  • A positive, enthusiastic, and motivated individual capable of inspiring a team.

How to apply:

Please email your CV to: recruitment@skinnydiplondon.com

 

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