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 experience with Shopify and Zendesk desirable. • Excellent communication skills. • Accurate and efficient • Can do attitude