My client is looking for a a sharp, organised, and customer-obsessed Customer Service Manager to take the reins of our customer experience across all digital channels. You'll be the go-to person for sorting out order queries, delivery issues, returns, and everything in between, making sure every interaction leaves their customers feeling looked after.
Working in the retail and cloithing industry this role is working with some exciting premium brands.
This is a hands-on, get-stuck-in kind of role. You'll be dealing directly with customers, managing courier relationships, raising claims, handling chargebacks, and working with payment providers. You'll also help keep fraud at bay and work closely with the wider eCommerce and warehouse teams to keep things ticking over.
What You'll Be Doing
- Owning customer service across email, live chat, phone and social using Zendesk
- Dealing with all things customer-related: orders, delivery queries, returns, exchanges, complaints and compliments
- Working with our courier partners to sort delivery issues, raise claims for lost or damaged parcels, and monitor service
- Managing chargebacks and disputes through Shopify Payments, Klarna, PayPal and other providers
- Following and improving fraud processes to help keep the business protected
- Liaising with our warehouse and eCommerce teams to sort any order issues or stock hiccups
- Keeping everything in sync through Shopify, including order updates, comms and returns processing
- Spotting patterns in customer feedback and feeding into continuous improvements
- Getting involved during peak trading times like Black Friday and seasonal sales
What We're Looking For
- Experience in a customer service manager role, preferably in eCommerce or retail
- Confident communicator who knows how to keep things calm and clear under pressure
- Comfortable juggling lots of tasks and taking ownership
- Experience with couriers, delivery claims or returns is a plus
- Experience using Shopify and/or Zendesk is ideal, but not essential
- Naturally organised, detail-oriented and hands-on
- Most importantly, you genuinely care about delivering brilliant service
What You'll Get
- Full ownership of the customer service experience with the opportunity to make a real impact
- A supportive team and a down-to-earth working environment
- Staff discount on some of the best brands around
- The chance to help shape the future of customer service at a growing online retailer
Job Type: Full-time
Pay: £28,000.00-£32,000.00 per year
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