Customer Care Manager

Vohs & Co
London (Greater)
04 Jan 2019
01 Feb 2019
Job Type

We have a new exciting opportunity for a Customer Care Manager to join an ambitious luxury accessories brand in their growing London office. 
Reporting into the Head of Marketing & Ecommerce Manager with 2 direct reports, you will be responsible for providing excellent customer service to all customers and clients as well as maximise profits through maintaining and growing sales. 
Key Responsibilities:  
•    First point of contact for incoming customer queries via e-mail, phone or written correspondence 
•    Create an engaging and rewarding working environment by leading your colleagues to deliver excellent customer service. 
•    Engaging with online customers and initiating new strategies to improve sales conversion. 
•    Managing various KPIs and providing weekly reports. 
•    Responding to online customer queries through different channels and processing online refunds and exchanges. 
•    Managing online orders and working closely with the warehouse and other suppliers to ensure order are shipped and delivered on time. 
•    Working closely with internal teams (buying, marketing and retail) to provide seamless experience for customers. 
Key Requirements:    
•    3 years experience within an ecommerce customer service role 
•    Strong background and understanding of the online sales order process. 
•    Previous experience managing a small team 
•    Effective communication skills and the ability to influence and motivate at all levels. 
•    Ability to work hard autonomously in a fast-paced environment. 
•    Ability to prioritize and be efficient. 
•    Attention to detail.
•    Strong problem-solving skills. 
•    Passion for the role and the brand. 
•    Experience with using Zendesk and Shopify is a plus.

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