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- Tasks: Lead a dynamic customer service team to deliver top-notch support and satisfaction.
- Company: Join a leading ecommerce brand in the heart of London.
- Benefits: Competitive salary, career growth, and a vibrant work culture.
- Other info: Fast-paced environment with opportunities for innovation and personal development.
- Why this job: Make a real difference in customer experiences and drive team success.
- Qualifications: 5+ years in ecommerce customer service and strong leadership skills required.
The predicted salary is between 50000 - 60000 £ per year.
Full-Time
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 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.
Customer Service Manager employer: Muji Europe Holdings Ltd
Contact Detail:
Muji Europe Holdings Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on a job opening!
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service management. Think about how you would handle escalated complaints or improve team performance. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific KPIs you've improved in previous roles. This will demonstrate your ability to drive results and make you stand out from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that Customer Service Manager position!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in managing teams and improving customer satisfaction, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your leadership skills can make a difference at StudySmarter. Keep it engaging and relevant to the role.
Showcase Your Achievements: When detailing your past experiences, focus on specific achievements related to KPIs and customer satisfaction. We love numbers, so if you improved response times or reduced ticket backlogs, let us know!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Muji Europe Holdings Ltd
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Customer Service Manager. Familiarise yourself with the key responsibilities mentioned in the job description, like managing teams and setting KPIs. This will help you speak confidently about how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Since this role requires exceptional leadership skills, be prepared to share specific examples of how you've successfully led a team in the past. Think about times when you coached team members or resolved complex customer issues, and highlight the positive outcomes.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Prepare by thinking of situations where you had to handle escalated complaints or improve customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Demonstrate Your Passion for Customer Care
Let your enthusiasm for customer service shine through during the interview. Share stories that illustrate your commitment to improving customer experiences and how you've gone above and beyond to ensure satisfaction. This will show them you're not just qualified, but genuinely passionate about the role.