Shoes121 Limited, a leading footwear retailer with a strong presence online and in-store, is seeking an experienced, bilingual Customer Service Manager proficient in Chinese and English. This role is integral to managing and enhancing the customer experience on our online platforms, where we partner with top brands like Ecco, Clarks, Skechers, and Rieker.
Key Responsibilities:
1. Lead the development and implementation of customer service policies that enhance the online customer experience, ensuring efficient and positive interactions.
2. Proactively monitor and respond to customer inquiries and issues on our online platforms, offering tailored recommendations and solutions to improve satisfaction.
3. Utilise customer feedback and data insights to continuously improve service quality, adjusting online offerings and sales strategies to meet customer needs.
4. Collaborate with our team to address customer service trends, ensuring consistency across all channels.
5. Occasionally engage with customers in person at our Edinburgh store to gather insights that help shape our online service standards.
Requirements:
1. Proven experience in customer service management, ideally with a strong focus on online retail.
2. Bilingual in Chinese and English, with excellent communication skills and a focus on building customer relationships.
3. Analytical mindset, committed to using customer insights to drive continuous service improvements.
4. Patience and the ability to remain calm in stressful situations.
5. Ability to adapt and thrive in a dynamic, fast-paced environment focused on online engagement.
Benefits:
1. Competitive salary with performance-based bonuses.
2. Flexible hybrid working arrangements, with a focus on online service management.
3. Employee discounts on a wide range of footwear and accessories.
4. Opportunities for professional development and career growth in e-commerce and customer service.
5. A collaborative and supportive team culture that values innovation and customer dedication.
If you are passionate about enhancing online customer experiences and making a significant impact, we invite you to apply for the Customer Service Manager role at Shoes121 Limited. Join us in building loyalty and growth by delivering exceptional online service!
Job Types: Full-time, Permanent
Pay: £35,000.00-£40,000.00 per year
Additional pay:
* Yearly bonus
Schedule:
* Day shift
* Monday to Friday
* Overtime
* Weekend availability
Work Location: In person
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