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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 fashion and lifestyle sector.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on innovation and teamwork.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: 5+ years in ecommerce customer service and strong leadership abilities required.
The predicted salary is between 40000 - 50000 £ per year.
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
- 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.
- Build the team to not only resolve customer issues, but to support the business in retaining and converting customers from a commercial perspective.
- 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.
- 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 Finland Oy
Contact Detail:
MUJI Finland Oy 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 in the industry, attend events, and engage on social media. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want to see that you’re not just a fit for the role, but for the team too!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your responses. The more comfortable you are speaking about your experience, the better you'll come across in the real deal.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’re the perfect fit!
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 experience can help us deliver exceptional service. Keep it engaging and relevant to the role.
Showcase Your Achievements: When detailing your past roles, focus on your achievements rather than just responsibilities. Use specific metrics or KPIs to demonstrate how you've improved customer satisfaction or team performance. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss any important updates from us. Plus, it’s super easy!
How to prepare for a job interview at MUJI Finland Oy
✨Know Your Stuff
Make sure you’re well-versed in the company’s customer service policies and the e-commerce landscape. Brush up on your knowledge of CRM software like Zendesk or Gorgias, as well as any relevant KPIs that are crucial for the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in the past. Highlight your coaching and training experiences, especially in handling complex customer issues. This will demonstrate your ability to lead and motivate a team effectively.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) related to customer service. Be ready to discuss how you’ve used data to improve service levels and customer satisfaction in previous roles. This shows you can balance objectives with cost control.
✨Practice Problem-Solving
Think of specific scenarios where you resolved escalated complaints or improved response times. Practising these examples will help you articulate your problem-solving skills during the interview, which is essential for this role.