Job Title: Ecommerce Customer Service Manager
Reports to: Head of Ecommerce
Location: Head Office, London
Contract Type: Permanent
Hours: Full time, 40 hours per week
Prospective Start Date: End of January 2025
This role will offer flexible hybrid working, Monday to Friday, 9am – 6pm, with the potential of working up to five days in the office on business critical occasions. Flexibility to work on bank holidays is essential.
Job Purpose: JWA is seeking a dedicated and proactive Customer Service Manager to handle all customer inquiries and resolve any issues related to our e-commerce platform. This is a mid-senior level role, where the successful candidate will be the sole person responsible for managing the customer service function. They will provide exceptional support to customers via email and live chat, ensuring a seamless luxury customer service experience.
Responsibilities:
* Deliver exceptional customer service by directly engaging with end customers via various communication channels including email and live chat.
* Act as the primary contact for all customer-related queries and issues, providing prompt, effective and solution-focused responses.
* Own the current processes along with the tone of communication, whilst also bringing your expertise to refine these elements to best industry practices and evolving business needs.
* Accurately log and manage all incidents.
* Liaise with the relevant teams to assist with order processing, tracking, repairs, exchanges, damages, quality checks, returns and refunds.
* Maintain accurate customer profiles and records on company systems.
* Work closely with internal teams to address logistical challenges during order fulfilment and provide technical support to customers as needed.
* Track and report on customer service metrics and feedback to drive improvements in service and user experience.
* Implement eCommerce-specific strategies to secure customer retention.
* Attend seasonal and technical trainings with the Production, Design and Merchandising Teams to gain knowledge of the product, so effective recommendations can be made to drive sales (style, sizing, fit etc.).
* Responsible for training and performance managing any new additions to the customer service function, should there be a business need for team growth.
* Provide support specifically related to our online shopping platform, including troubleshooting order issues, payments, returns, and more.
* Be fully aware of all commercial actions and planning on the website as well as social campaigns so you know the key drivers and pieces to prioritize.
* Identify and resolve recurring issues to improve overall customer satisfaction and e-commerce performance.
* Communicate company policies and maintain client confidentiality, adhering to our data protection security guidelines.
* Perform any other reasonable duties as required to support team and company objectives.
Skills and Experience:
* Mid-senior level experience in customer service, ideally within ecommerce and/or luxury fashion.
* Previous experience with Shopify and Zendesk is desirable but not a necessity.
* Can prioritize and manage competing priorities based on the urgency of client cases.
* Strong problem-solving skills and a customer-first attitude.
* Excellent verbal and written communication skills.
* Ability to work independently and manage time effectively.
* Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills.
* Always thinking of ways to improve the customer experience.
* A good communicator with the ability to interface regularly with internal and external stakeholders.
* High attention to detail.
* Resourceful and seeks opportunities to be innovative.
JW Anderson is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.
Should you require any reasonable adjustments to take place in this recruitment process, please contact isabelle.cran@jwanderson.com. Please send your applications directly to gabriele.trombetta@jwanderson.com.
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