Job Description
Job Overview:
We are looking for a proactive and customer-focused Customer Experience Manager to ensure exceptional service and support across all touchpoints. As the first point of contact for our customers, you will play a key role in maintaining our brand’s reputation, handling inquiries, and resolving issues efficiently.
Key Responsibilities:
* Customer Service – Provide outstanding support via email, and social media, ensuring timely and professional responses.
* Review Management – Monitor and respond to customer reviews, maintaining a positive brand image.
* Social Media Engagement – Reply to customer messages and comments across platforms, fostering engagement and trust.
* Shipping & Logistics Coordination – Liaise with couriers to resolve shipping delays, lost parcels, and delivery issues.
* Customs Clearance – Manage inbound returns and repairs, ensuring smooth customs processing.
* Repairs & Servicing – Oversee the receipt and handling of inbound repairs and servicing requests alongside our team of watchmakers and technicians, ensuring efficient turnaround times.
Skills & Experience:
* Proven experience in a customer service, support, or operations role.
* Strong communication skills, with the ability to handle customer inquiries professionally and efficiently.
* Experience managing social media interactions and online reviews.
* Knowledge of logistics, shipping, and customs processes (preferred but not essential).
* Highly organised with strong attention to detail.
* Problem-solving mindset with a customer-first approach.
What We Offer:
* Competitive salary.
* A fast-paced and dynamic working environment.
* Opportunity to make a real impact on customer satisfaction.
* Growth and development opportunities within the company.
* If you're passionate about delivering top-tier customer experiences, we’d love to hear from you!