My client is seeking a Customer Service Supervisor to oversee the efficient running of our customer service operation. This role is pivotal in ensuring that every customer interaction exceeds expectations and contributes to the company's growth by improving the customer journey.
Day to Day of the role:
- Oversee the workflow of all customer enquiries across various channels, ensuring quick resolution in line with company standards.
- Review and enhance customer service processes, systems and technology to maximise team efficiency and customer experience.
- Keep the customer service team well-informed about new and existing product lines.
- Transform customer service interactions into sales opportunities and promote telephone orders.
- Collaborate with Web Fulfilment and Distribution teams to meet or exceed delivery expectations.
- Liaise regularly with stores regarding customer service calls and queries.
- Ensure timely processing of returns and refunds within team KPIs.
- Manage online service reviews to maintain a positive reputation.
- Accurately complete order administration tasks on time.
- Address omni-channel customer enquiries effectively, including through Whatsapp.
Required Skills & Qualifications:
- Previous supervisory experience in a customer service environment, luxury retail preferred.
- Familiarity with retail systems such as Zendesk, Ship Station, NetSuite, Shopify (preferred but not essential).
- Proven experience in training and strong people and relationship-building skills.
- Excellent written and verbal communication skills.
- Positive attitude with resilience and a sense of humour.
- Highly organised with the ability to prioritise and meet deadlines.
- Flexible, solution-focused and able to cope well under pressure.
- Sales-driven, with a keen eye for upselling opportunities.
Benefits:
- Competitive salary and working hours.
- Opportunity to work with a dynamic team in a growth-oriented environment.
- Engage with a variety of tasks and challenges that contribute to professional development.
How to apply:
To apply for the Customer Service Supervisor position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.