Are you a motivated and dedicated individual ready to help lead our dynamic customer service team through an exciting period of growth? We invite you to join us on this incredible journey.
As the Customer Service Team Leader at LullaBellz, you will be a key contributor to maintaining our customer-centric culture. You will ensure that our customers receive exceptional support and service while also working closely with a talented team in a fast-paced environment.
If you are a motivated and team-oriented individual ready to contribute to our team's success during this exciting period of growth, we invite you to apply and join us on this remarkable journey.
Main Role Responsibilities:
Team Support:
* Lead, motivate, and mentor a team of customer service representatives.
* Assist in fostering a customer-centric culture within the team, promoting excellence in service delivery.
* Delegate tasks within the customer service team, ensuring workload distribution and adherence to established processes.
* Monitor and manage customer support tickets, ensuring timely responses and resolutions.
* Analyse ticket data to identify trends and areas for improvement in service delivery.
Operational Excellence:
* Support day-to-day customer service operations to ensure efficient and effective customer support.
* Help develop and implement strategies to meet or exceed service standards and key performance indicators.
* Collaborate with other teams to manage and communicate out-of-stock situations to customers.
* Develop and implement strategies to minimise the impact of stock shortages on customer satisfaction.
Process Improvement and Optimisation:
* Identify and implement process enhancements to improve the customer experience and operational efficiency.
* Continuously assess and refine customer service processes to align with the company's growth goals.
Video Calls, Tickets, Escalations and Support:
* Actively engage in answering emails and live chats that have been escalated to maintain a consistent high-quality service, especially during spikes in customer demand.
* Manage and report on any payment disputes.
* Conduct video calls with customers to address inquiries, provide product information, and resolve issues effectively.
* Collaborate with the customer service team to ensure a consistent and professional approach during video interactions.
* Handle escalated customer issues promptly and professionally, providing resolutions that align with company policies and customer satisfaction goals.
* Work closely with team members to identify patterns in escalation calls and implement strategies for preventing future escalations.
Conflict Resolution and De-escalation:
* Assist the team by handling, when necessary, any conflict resolution, negotiation, and de-escalation issues to ensure customer satisfaction and retention.
* Handle complex customer inquiries, escalations, and complaints with professionalism, empathy, and urgency.
* Manage and support system upgrades in relation to the customer refund process.
* Ensure swift and effective resolution to maintain high customer satisfaction.
Quality Assurance:
* Monitor and evaluate customer interactions to ensure they meet our standards for professionalism, efficiency, and friendliness.
* Provide coaching and feedback to team members for continuous improvement.
Performance Metrics and CS Statistical Analysis:
* Assist in establishing and maintaining key performance indicators (KPIs) for the customer service team.
* Regularly analyse performance data and help prepare reports to track and improve service quality.
* Utilise statistical analysis tools and methods to assess the performance of the customer service department.
* Generate reports and present insights to the management team, offering recommendations for continuous improvement.
Customer Feedback:
* Collaborate with the team to collect and analyse customer feedback to identify trends and areas for improvement.
* Act on feedback to enhance the customer experience and product offerings.
Skills & Qualifications:
* 3+ years experience in a supervisory customer service role.
* Proven team management experience in customer services.
* Strong communication, problem-solving, and interpersonal skills.
* A customer-centric mindset and a passion for delivering outstanding service.
* An aptitude for teamwork, collaboration, and a proactive approach to problem-solving.
* Ability to handle high-pressure situations and assist in maintaining composure during high-demand periods.
* Analytical thinking to assist in using data-driven insights for process optimisation.
* Strong IT skills.
Additional Role Information:
Development: Opportunities for professional growth and development.
Working Hours: Monday – Friday with flexibility and weekends when required.
Contract: 40-hour permanent full-time position.
Salary: £27,000.00 - £29,000.00 – Depending on Experience.
Work Location: Manchester City Centre.
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