Job Description
We are seeking an experienced and dynamic Customer Service Manager to lead and manage our customer service operations in the UK. The ideal candidate will have a background in e-commerce, customer service, and team leadership, with a strong willingness to work in a startup environment.
Key Responsibilities:
* Build, lead, and develop the customer service team from the ground up, ensuring high levels of customer satisfaction and efficient issue resolution.
* Develop and implement customer service policies, procedures, and standards.
* Manage day-to-day customer interactions, handling escalated customer inquiries, complaints, and issues.
* Work closely with other departments, including logistics, sales, and marketing, to ensure a seamless customer experience.
* Monitor and analyze customer service performance metrics, identifying areas for improvement.
* Train, mentor, and develop customer service staff, creating a positive and productive work environment.
* Ensure that customer service platforms and tools are optimized for efficiency and effectiveness.
* Develop strategies to handle seasonal customer service demands, including peak shopping periods.
* Support the setup and growth of the customer service team as the business scales.
Key Requirements:
* Proven experience in a customer service management role, preferably in an e-commerce or retail environment.
* Experience in building and scaling customer service teams.
* Strong leadership and team management skills.
* Excellent communication and interpersonal skills.
* Ability to work in a fast-paced, startup-like environment.
* Fluency in English is required; proficiency in Chinese is a strong plus.
* Strong problem-solving abilities and a customer-first mindset.
* Ability to use and manage customer service software and tools effectively.
* Bachelor’s degree in business, management, or a related field (preferred but not required).