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For Companies At a Glance
- Tasks: Lead a dynamic customer service team and enhance customer satisfaction.
- Company: Join a leading fashion brand with a vibrant culture.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Fast-paced environment with opportunities to innovate and excel.
- 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.
The predicted salary is between 50000 - 65000 £ per year.
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
Contact Detail:
MUJI Recruiting Team
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 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. This will help you 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 your past successes in KPIs and customer satisfaction. Numbers speak volumes, so be ready to share those impressive stats!
✨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!
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 resolving customer issues, especially in e-commerce. We want to see how your skills match 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 help our team. Keep it engaging and relevant to the job description.
Showcase Your Achievements: When filling out your application, don’t just list your responsibilities. Share specific achievements and KPIs you've hit in previous roles. We love numbers that show how you’ve improved customer satisfaction or reduced response times!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at MUJI
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Customer Service Manager. Familiarise yourself with the key responsibilities listed in the job description, such as managing teams and resolving customer complaints. 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 managed teams in the past. Think about times when you coached team members or improved performance through training. Highlighting these experiences will demonstrate your capability to lead effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Prepare by thinking of complex customer service situations you've handled before, especially those involving escalated complaints or VIP customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Know the Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you've set and monitored KPIs in previous roles, and how you’ve used data to drive improvements. This shows that you’re results-oriented and understand the importance of metrics in enhancing customer satisfaction.