Customer Service Manager - Online Fashion Brand
My fashion obsessed client is looking for a Customer Service Manager to join their London team. This role will manage a growing team of 3 direct reports currently therefore experience of managing is essential. You will also ideally have fast fashion experience with an online retailer.
Your role will include:
Managing a team of customer care advisors to provide a seamless and personalised customer experience across all customer care channels, this includes email and social media.
Looking at innovative ways to improve and build-on the customer care journey
Setting KPIs for the team and deadlines to ensure customer care is running smoothly.
Understand and implement a clear customer care strategy
Dealing with customer enquiries, after-care and special requests
Liaising with the warehouse team to ensure customer issues are being resolved in a timely manner
Creating weekly reports to the design and garment tech teams to show any issues arising on products / fit
Demonstrating a great knowledge of our product and general love for the brand
Experience managing a team within Customer Care (preferably online retail) is essential
Good knowledge of excel and managing outlook emails
Previous experience using customer care software
Takes ownership and is a problem-solver
Agile with the ability to work in a small team in a fast-paced fashion environment
Friendly, enthusiastic and displays a real passion for fashion and maintaining excellent customer care