Customer Service Team Leader
An established and well-known fashion retail organisation, based in Central London, is seeking a Customer Service Team Leader to work within the e-commerce department. The objective of the role is to improve the customer service experience with a view to providing the best online experience of any shirt retailer. Customer service excellence is our ultimate goal; you will achieve this by analysing customer correspondence and creating procedures to improve all areas of the business. The position requires excellent content writing skills as you will be required to create copy for our website and maintain a level of correspondence across various platforms.
Whilst making improvements you will be expected to be hands on. You will need to pick up customer correspondence which requires the response of a senior staff.
We are not only looking for someone with a strong CV and experience in the service sector but we seek above all a person with a bright personality who is articulate and has an excellent command of the English language, both written and spoken [spelling and grammar].
You will be expected to liaise with our warehouse team, call centre, stores and carriers. You will need to be outgoing and able to communicate with people at all levels. You will also be expected to investigate new opportunities that will improve our service proposition.
You will need to have a minimum of two years customer service experience in a call centre environment or in a retail environment
Requirements of the role
Excellent written English.
Advanced grammar and spelling.
Excellent spoken English
Good analytical skills [analysing reasons for returns]
Good typing speed
Clear telephone voice
Good communication skills
Dealing with escalated complaints
"Upselling" to turn a refund into an exchange where possible
Fraud checking (backup)
Improving delivery and sourcing new opportunities to improve the customer experience
To continuously improve all customer "touchpoints" [Call Centre, FAQs, Correspondence] for the customers from the UK and from overseas
Working within a Web/E-Commerce/Online environment in the fashion industry
Knowledge of "Zendesk" is an advantage
Call Centre experience
German, Russian or French is an advantage but not essential.
Very competitive pay. Salary depending on experience.
Degree in management and/or languages
- Customer Service