Job Description
We have partnered with a beautiful luxury Online fashion and accessories brand who require a Customer Service Manager to deliver an exceptional customer journey experience.
You will have a strong background in general E commerce experience, and be able to work efficiently with responses to the customers via Job Purpose via email, bot and live chat, ensuring a seamless luxury customer service experience.
Responsibilities:
• Deliver exceptional customer service, in keeping with the brands ‘tone of voice’ .
• Communicate with customers via instant messages and emails.
• Record and act accordingly or advise the wider team on specific or escalating issues.
• Track and report on customer metrics to drive improvements in service and user experience.
• Implement eCommerce-specific strategies to secure customer retention.
• Work closely with internal teams to understand product in depth, and advise on customer views.
• Have a background in E commerce, with the ability to update imagery and notifications on site or via socials.
• Identify and resolve recurring issues to improve overall customer satisfaction and e-commerce performance.
•Ability to train further staff members as/when the team grows.
Skills and Experience:
• Customer service experience, ideally within ecommerce and/or luxury fashion.
• Previous experien...