Founded in 2014, Linjer is a luxury jewelry and accessories company with a goal of making it easier for people to invest in long-lasting, quality products. Over the past few years, we have grown massively from a small Hong Kong based startup to a global team, and are entering the next phase of our explosive growth this year.
We are seeking a Customer Service Manager (E-Commerce) to help us deliver excellent, high-touch service to our customers by overseeing quality assurance across our growing team, training new team members, being a point of escalation for complex tickets, overseeing the establishment of new processes, and handling tickets. This is a full-time role based in London.
What You’ll Do
* Learn all of our customer care processes inside and out
* Conduct quality assurance for team members to support development and growth
* Onboard new team members
* Handle and manage tickets via email/other platforms - especially escalated tickets
* Manage our content database and documentation
* Analyze trends in customer issues to highlight important themes in customer feedback to reduce the number of inbound inquiries
* Interact with our fulfillment warehouse to ensure timely and efficient delivery of orders
* Frequent reporting to monitor the performance of the team and plan resources
Who You Are
* You have excellent written English
* You have excellent judgement
* You're very organized and a great communicator
* You’re thorough and detail-oriented
* You love to help people
* You're coachable and dedicated to continuous personal improvement
* You’re tech literate and can learn new software with ease
* You’re passionate about our brand and about what we do
Even better:
* Fluency in other languages
We are not able to sponsor visas for this position.
What You Can Expect
* Responsibilities from Day 1. Be the owner of your own learning curve. The possibilities are limitless and depend on you
* Work in a very dynamic environment and be part of an international team
* Personal development opportunities with the CEO
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