Customer Care Social Team Lead Emea
Posted 14 May by
Dr. Martens
- Recruit train & develop new staff to be able to ensure company dependencies are met.
- Drive performance of the team to meet/exceed KPI’s.
- Report on KPI’s on a daily, weekly, and monthly basis to ensure expectations are met.
- Present weekly, monthly performance of the team to the business and drive change.
- Set, implement, and maintain excellent levels of customer service.
- Support on ongoing and new projects within the business.
- Assure responsibility for the team. Provide coaching/briefings to team as required. Training & development of new and current staff.
- Look for ways to improve and develop the business with innovative ideas.
- Handle high level customer complaints, queries, and requests for information in a sensitive, timely and professional manner.
- Report to the business on any issues that affect the operations for the department and provide support and mitigation where possible.
- Experience in managing a high-level operational team, desirably in a customer service environment, ideally with experience phone, email, and live chat for an international retailer – fashion would be super!
- Having worked on financial and performance reporting metrics.
- A people person, someone who can drive a team and influence people to perform at the highest level.
- Self-motivated and able to multitask. Tenacious and thorough in delivering solutions to problems.
- Solution minded; someone who can identify, problem solve and find resolutions in complexed scenarios.
- An expert communicator and able to understand other cultures. Fluency in English is a must – additional languages would be beneficial.
- High standard of IT literacy – ability to use CRM systems in addition to Microsoft Office packages (Word, Excel, etc)
- Professional, influential, and a custodian of the brand and their responsibilities, whilst also remaining authentic & fearless!
- Works towards targets and KPI driven.
- Knowledge of warehouse operations and Ecom operations to resolve customer queries in an efficient knowledgeable manner.
- An understanding of distribution and logistics to co-ordinate deliveries of orders and to communicate with couriers.
- Set, implement and maintain excellent levels of customer service
- Hybrid working (3 Days in Office / 2 At Home)
- 65% off all footwear and 55% of all accessories
- Award-winning ‘Buy As You Earn’ Dr. Martens share plan
- Private healthcare
- A dedicated culture team
- 2 paid volunteer days per year
Reference: 52649448
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