Job Description
Job Overview
Drake's is seeking a dedicated and enthusiastic Junior Customer Service Manager to join our team. In this role, you will be the first point of contact for our customers, providing exceptional service and support throughout their journey, in addition to contribute to the wider customer experience strategy. Your primary responsibility will be to ensure a positive customer experience by addressing inquiries, resolving issues, and promoting our products and services through effective communication. You will be working closely with the wider ecommerce team, as well as our retail teams and logistics department. You will be reporting directly to the Ecommerce & Customer Experience Manager.
Responsibilities
* Ensuring that customer enquiries are answered in a timely manner.
* Monitoring and managing the live chat function of the website.
* Advising on product information and sizing, as well as helping customers through their purchase journey, from the pre-purchase to the post-purchase stages.
* Working closely with other departments to ensure that customer experience is optimized across all areas.
* Own relationships with couriers and provide necessary information to clear customs when needed.
* Report weekly KPI performance to your manager with learnings, improvements and actions where appropriate.
* Develop and own the relationship with customers, providing a personalised service expected from Drake’s.
* Develop the customer care department into a sales channel, assisting customers with their purchases along the way.
* Follow up individually with customers on high value orders.
* Directly manage a more junior customer service representative.
* Work closely with the ecommerce team and advise on CRM strategies, e-mail flows and other marketing communications.
* Communicate with other departments to arrange in-store returns, transfer of goods and other operational tasks.
Skills
* Strong communication skills in English.
* Ability to analyse information effectively and provide solutions based on customer needs.
* Proficient in data entry with attention to detail.
* Excellent phone/email etiquette and interpersonal skills.
* A proactive approach to problem-solving and a commitment to delivering outstanding customer service.
* Software experience in Gorgias, Shopify and Zedonk considered an asset.
Join us in creating memorable experiences for our customers while developing your skills in a dynamic environment!