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- Tasks: Lead a dynamic customer service team and enhance customer satisfaction.
- Company: Join a leading fashion brand with a focus on innovation and customer care.
- Benefits: Competitive salary, career growth, and a vibrant work culture.
- Other info: Fast-paced environment with opportunities to optimise processes and drive change.
- 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 50000 - 65000 £ per year.
Full-Time 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
Contact Detail:
MUJI 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 other platforms. Let them know you're on the hunt for a Customer Service Manager role, and ask if they know of any openings or can introduce you to someone in the industry.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their customer service philosophy and be ready to discuss how your experience aligns with their needs. We want you to shine when it comes to showcasing your leadership skills and problem-solving abilities!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family. Focus on articulating your achievements in KPIs and customer satisfaction. This will help you feel more confident and articulate during the real deal.
✨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 about their job search. Good luck!
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 handling customer complaints, as well as any relevant KPIs you've achieved. We want to see how you can bring your unique skills to our team!
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 background aligns with our needs. Be sure to mention your experience with both in-house and outsourced teams, as that’s super important for this role.
Showcase Your Achievements: When filling out your application, don’t just list your responsibilities—show us what you’ve accomplished! Use specific examples of how you’ve improved customer satisfaction or reduced response times in previous roles. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do—just follow the prompts!
How to prepare for a job interview at MUJI
✨Know Your Customer Service Metrics
Before the interview, brush up on key customer service metrics like CSAT, response time, and ticket resolution rates. Be ready to discuss how you've improved these in your previous roles, as this will show your understanding of what drives success in customer service management.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, especially in managing teams and coaching individuals. Think about specific situations where you motivated your team or resolved conflicts, as this will demonstrate your ability to lead effectively.
✨Familiarise Yourself with CRM Tools
Since proficiency in CRM software is crucial for this role, make sure you can talk confidently about your experience with tools like Zendesk or Gorgias. If possible, mention any specific achievements related to these platforms to showcase your expertise.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think through potential challenges you might face in this role, such as handling escalated complaints or optimising team performance, and prepare structured responses that highlight your strategic thinking.