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For Companies At a Glance
- Tasks: Be the go-to person for customer inquiries and support their journey with us.
- Company: Join Drake's, a brand dedicated to exceptional customer experiences.
- Benefits: Gain hands-on experience in a dynamic environment with growth opportunities.
- Why this job: Make a real impact on customer satisfaction while developing your skills.
- Qualifications: Strong communication skills and a proactive problem-solving attitude are essential.
- Other info: Opportunity to manage a junior representative and collaborate with various teams.
The predicted salary is between 28800 - 43200 £ per year.
Job Overview
Drake's is seeking a dedicated and enthusiastic Junior Customer Service Manager to join our team. In this role, you will be the first point of contact for our customers, providing exceptional service and support throughout their journey, in addition to contribute to the wider customer experience strategy. Your primary responsibility will be to ensure a positive customer experience by addressing inquiries, resolving issues, and promoting our products and services through effective communication. You will be working closely with the wider ecommerce team, as well as our retail teams and logistics department. You will be reporting directly to the Ecommerce & Customer Experience Manager.
Responsibilities
- Ensuring that customer enquiries are answered in a timely manner.
- Monitoring and managing the live chat function of the website.
- Advising on product information and sizing, as well as helping customers through their purchase journey, from the pre-purchase to the post-purchase stages.
- Working closely with other departments to ensure that customer experience is optimized across all areas.
- Own relationships with couriers and provide necessary information to clear customs when needed.
- Report weekly KPI performance to your manager with learnings, improvements and actions where appropriate.
- Develop and own the relationship with customers, providing a personalised service expected from Drake’s.
- Develop the customer care department into a sales channel, assisting customers with their purchases along the way.
- Follow up individually with customers on high value orders.
- Directly manage a more junior customer service representative.
- Work closely with the ecommerce team and advise on CRM strategies, e-mail flows and other marketing communications.
- Communicate with other departments to arrange in-store returns, transfer of goods and other operational tasks.
Skills
- Strong communication skills in English.
- Ability to analyse information effectively and provide solutions based on customer needs.
- Proficient in data entry with attention to detail.
- Excellent phone/email etiquette and interpersonal skills.
- A proactive approach to problem-solving and a commitment to delivering outstanding customer service.
- Software experience in Gorgias, Shopify and Zedonk considered an asset.
Join us in creating memorable experiences for our customers while developing your skills in a dynamic environment!
Junior Customer Service Manager employer: Drake's
Contact Detail:
Drake's Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Customer Service Manager
✨Tip Number 1
Familiarize yourself with the products and services offered by Drake's. Understanding the details about sizing, product features, and customer preferences will help you provide exceptional support and enhance the customer experience.
✨Tip Number 2
Practice your communication skills, especially in English. Since strong communication is key for this role, consider engaging in conversations or role-playing scenarios to boost your confidence and clarity when addressing customer inquiries.
✨Tip Number 3
Get comfortable with customer service software like Gorgias and Shopify. If you have the opportunity, explore tutorials or demos online to familiarize yourself with these tools, as they will be essential for managing customer interactions effectively.
✨Tip Number 4
Show your proactive problem-solving skills during the interview process. Think of examples from your past experiences where you successfully resolved customer issues or improved a process, and be ready to share those stories.
We think you need these skills to ace Junior Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any specific skills mentioned in the job description, such as communication skills and problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and explains how your background aligns with Drake's commitment to exceptional customer service. Mention any experience with e-commerce or CRM systems if applicable.
Showcase Your Communication Skills: Since strong communication is key for this role, consider including examples of how you've effectively communicated with customers in previous positions. This could be through email, phone, or live chat.
Highlight Problem-Solving Examples: Provide specific examples in your application where you successfully resolved customer issues or improved customer experiences. This will demonstrate your proactive approach to problem-solving.
How to prepare for a job interview at Drake's
✨Show Your Communication Skills
As a Junior Customer Service Manager, strong communication skills are essential. Be prepared to demonstrate your ability to communicate clearly and effectively during the interview. Practice answering questions in a concise manner and be ready to provide examples of how you've successfully resolved customer inquiries in the past.
✨Understand the Customer Journey
Familiarize yourself with the different stages of the customer journey, from pre-purchase to post-purchase. Be ready to discuss how you would enhance the customer experience at each stage and share any relevant experiences where you contributed to improving customer satisfaction.
✨Highlight Your Problem-Solving Skills
The role requires a proactive approach to problem-solving. Prepare to discuss specific instances where you've identified issues and implemented solutions. This will showcase your ability to think critically and act decisively in a customer service environment.
✨Demonstrate Team Collaboration
Since you'll be working closely with various departments, it's important to highlight your teamwork skills. Share examples of how you've collaborated with others to achieve common goals, especially in a customer service context. This will show that you can work well within a team to optimize the customer experience.
