At a Glance
- Tasks: Lead a dynamic customer service team to deliver top-notch support and satisfaction.
- Company: Join a leading ecommerce brand with a focus on innovation and customer care.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Fast-paced environment with a strong emphasis on teamwork and continuous improvement.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: 5+ years in ecommerce customer service and proven team management experience required.
The predicted salary is between 40000 - 50000 £ per year.
Reporting to Ecommerce Operations Manager, you are responsible for leading the 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.
- Conduct 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 in London employer: MUJI Finland Oy
MUJI Finland Oy is an exceptional employer that values innovation and teamwork, offering a dynamic work culture in the vibrant setting of Greater London. Employees benefit from comprehensive training programs, opportunities for professional growth, and a commitment to maintaining high standards in customer service. With a focus on collaboration and employee satisfaction, MUJI provides a rewarding environment for those looking to make a meaningful impact in the ecommerce sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and join online forums. 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. This will help you get comfortable with common questions and refine your responses, making you more confident when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Manager in London
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 metrics to demonstrate how you've improved KPIs or customer satisfaction in previous positions. 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 Customer Service Metrics
Before the interview, brush up on key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you've set and achieved KPIs in your previous roles, especially in e-commerce. This shows you understand the importance of metrics in driving team performance.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing both in-house teams and outsourced contact centres. Think about specific challenges you've faced and how you motivated your team to overcome them. This will demonstrate your ability to lead effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions where you'll need to resolve complex customer issues or manage escalated complaints. Practice articulating your thought process and problem-solving strategies. This will help you convey your approach to maintaining high customer satisfaction.
✨Familiarise Yourself with Relevant Technologies
Since proficiency in CRM software and other tools is crucial, make sure you're familiar with platforms like Zendesk or Gorgias. If you have experience with automation technologies, be prepared to discuss how you've used them to improve efficiency in customer service.
