* Position: Customer Service Manager
* Salary: £25,000
* Location: West Grinstead, Horsham
* Hours: Monday – Friday 9:00 – 17:00
* Benefits: On-site parking, life assurance, bonus
Our client is a leading organic beauty company looking for a Customer Service Manager. You will be the first point of contact for customer enquiries and will enhance the service standard. The ideal candidate will have extensive experience in customer service management. You’ll prioritize and process customer orders while ensuring the successful delivery of sales orders, helping us maintain our high standards and strong client partnerships.
Customer Service Manager Responsibilities:
* Respond to customer emails, phone calls, and online chats, handling orders and promoting additional products.
* Provide expert advice to customers through in-depth product knowledge.
* Input Private Mail and Trade orders into the system.
* Resolve customer complaints and handle any issues that arise.
* Strive to meet departmental KPIs.
* Collaborate with the accounts team regarding overdue or over-credit-limit trade accounts.
* Manage and respond to customer reviews posted online.
* Document and process customer returns and refunds.
* Utilize internal database systems to complete tasks.
* Support other departments with administrative tasks as needed.
* Ensure a professional and courteous relationship is maintained with customers and colleagues.
* Keep office and communal areas clean and organized.
* Perform any additional duties as assigned.
Skills & Experience Required:
* Proven ability to prioritize and manage workload to efficiently handle various tasks.
* Strong attention to detail and excellent interpersonal, communication, and telephone skills.
* Enthusiasm for learning new skills and developing in-depth product knowledge.
* Fluent in written and spoken English, with strong communication abilities.
* Good numerical skills and proficiency in Microsoft Office, particularly Word and Excel.
* A proactive, ‘can-do’ attitude with the ability to identify and implement improvements.
* Previous experience in a customer care role, managing queries via telephone, live chat, and email (experience with Gorgias software is a plus).
* Passion for natural and organic beauty products is highly desirable.
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