Customer Service Manager

Posted 7 March by Ecotrade Europe Ltd

Customer Service Manger

Salary 24k/32k depending on experience

Location: Manchester

Hours - 8-4pm OR 9-5pm

20 Days Holiday not including Bank Holidays

Beauty Works is an Award Winning supplier of luxury hair extensions. An opportunity has arisen for a passionate individual to join the CS team. With over 8 years of supplying, hair extensions, we offer our award winning hair to some of the most prestigious salons and backstage stylists throughout the UK and through our online webshop.

We are now looking for an experienced customer service manager to work with a team of customer service assistants and sales assistants. You will be expected to have knowledge and experience in Customer Service management. With at least two years’ experience in a manager or supervisor role. This role will involve creating strategies to improve all aspects of customer service and work within a fast paced environment. Leadership skills are essential and a cool calm manner is required to work within the industry.

Role Description

  • Helping to build good customer relations on the telephone and via email and via social media platforms

  • Develop and implement customer service policies and procedures

  • Plan, prioritize and delegate work tasks daily to ensure proper functioning of the department to your team

  • Take calls on the switch Board and help clients answering questions about products or the company and track and trace orders quickly

  • Receive and respond to inbound e-mail, Provide accurate information regarding product features, specifications and recommended.

  • Process Incoming Orders on Sage for company accounts including International accounts

  • Handle complex and escalated customer service issues raised on the telephone or via email or social media smoothly and offer sensible resolutions

  • Track customer complaint resolutions and report in managers meetings any re-occurring complaints and issues weekly

  • Keeping record of Courier concerns and disputes with various courier accounts ( DHL,INTERLINK,DPD)

  • Approving credits for failed deliveries and replacement orders if required ensuring company policy is met

  • Managing Faulty hair or product disputes and keeping record of Goods in and Goods out and ensuring company policy is followed.

  • Work with sales managers to ensure smooth customer service is received throughout the team to client database

  • Identify and implement strategies to improve quality of service, productivity and profitability

  • Recruiting staff and carry out appraisals for your team

  • Arranging staff meetings and take notes for managers meeting and ensure all team members implent tasks

  • Training and development for new starters within your team

  • Handling complaints and queries (from customers and staff) and ensure they are recorded and logged

  • Work with a team of sales managers and customer service managers and ensuring Holidays our recorded and balanced with other teams within the business

    Ideal Candidate

  • Supervisory experience

  • In-depth knowledge of customer service software, databases and CRM tools, Sage 200 would be beneficial

  • Proficiency in MS Office applications

  • Excellent knowledge of English

  • Excellent communication and interpersonal skills

  • Cool-tempered and able with the ability to resolve issues and address complaints

  • Enjoy working within a Team and fast paced environment

Required skills

  • Supervisory Experience
  • Excellent communication skills
  • Excellent Communications skills
  • Proficiency in MS Office applications
  • Excellent knowledge of English

Application questions

• Supervisory experience?
• Excellent communication and interpersonal skills?

Reference: 34629587

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