Direct message the job poster from Bambino Mio
Customer Care Manager @ Bambino Mio | Problem Solving
Reporting to the Customer Care Manager and working closely with the digital, operations and fulfilment teams you will be responsible for responding to customer care enquiries using a variety of channels (telephone, email, LiveChat), processing returns and performing general administrative duties where necessary. The priority of this role will be to ensure that our consumers are at the heart of everything you do and resolving consumer enquiries in a timely manner and ensuring a smooth customer experience.
Hybrid working 3 days in the office, 2 days working from home
Your birthday off!
Duties
1. You will have regular contact with our D2C consumers so will need sound knowledge of Bambino Mio's full product range and services, with the ability to offer advice on using the products (training provided).
2. Provide a wealth of knowledge to customers about Bambino Mio products and services.
3. Respond to D2C customer care enquiries through to resolution via social media, email, telephone, LiveChat and in person.
4. Be a key point of contact between the operations, marketing, fulfilment, sales, supply chain and finance teams solving queries and liaising to ensure a smooth consumer journey at all times.
5. Identify recurring issues whether from the website, products or orders to resolve in order to continuously improve the consumer journey.
6. Demonstrate and deliver key elements of the brand tone to customers at all times.
7. Process refunds, returns and exchanges within the set KPIs, working closely with our fulfilment team/3PL.
8. Work within the KPIs set by the Customer Care Manager to ensure we deliver an efficient and effective service to our consumers. This includes first contact resolution, speed of response and NPS scores.
9. Respond to Trustpilot, Google and product reviews.
10. Provide additional support and feedback at high traffic times such as promotional periods to keep service at a high level.
11. Continuously evaluate and identify areas for improvement, help to implement new procedures to improve customer experience.
Experience
1. A keen eye for detail with the ability to work in a fast-paced environment and react to changing priorities.
2. Exceptional organisational and administrative skills.
3. Excellent communicator; written and oral.
4. Previous experience with Gorgias is an advantage.
5. Strong attention to detail and problem-solving skills.
6. Ability to multi-task.
7. Professional, adaptable and flexible.
8. Accurate, methodical & capable of following a systematic process.
9. Successful within a fast-paced environment: responds well to pressure.
10. Team player and ability to work alone on own initiative.
11. Previously worked in a busy office environment / or similar role.
12. Highly proficient in MS Office systems, in particular Excel.
13. Willingness to take ownership of enquiries and complaints and follow these through to resolution.
14. Ability to meet deadlines without compromising consistency in the process.
Join us in making a difference by providing top-notch support to our customers while developing your career in a rewarding environment.
Seniority level
Entry level
Employment type
Full-time
Industries
Retail
#J-18808-Ljbffr