E-Commerce Customer Service Manager (Luxury Fashion)
Overview:
Our client in the luxury fashion world is looking for a passionate and experienced E-Commerce Customer Service Manager to lead and inspire a team of customer service representatives. The successful candidate will be instrumental in crafting a seamless and exceptional customer experience, upholding the brand's high standards of service and satisfaction.
Responsibilities:
Lead and manage a team of customer service representatives, providing coaching and feedback to elevate performance and consistently exceed customer expectations.
Cultivate a positive and professional customer service environment, prioritizing personalized, efficient, and engaging interactions.
Analyze and utilize customer service data to develop targeted training resources and implement service improvements.
Oversee the chargeback and UPS claims process, ensuring timely and accurate resolution.
Manage and maintain various platforms, including Zen Desk and Returnly, to enhance efficiency and service levels.
Proactively anticipate customer needs and provide solutions, exceeding expectations and fostering brand loyalty.
Collaborate with internal teams to optimize processes and efficiencies through effective communication.
Analyze and document consumer feedback, providing insights into customer needs, preferences, and operational issues.
Prepare and present daily, weekly, and monthly reports to leadership.
Respond to escalated customer inquiries, requests, and complaints in a professional and courteous manner, aiming for effective resolution.
Qualifications:
Bachelor's Degree
4-6 years of customer service management experience
Experience in the luxury retail industry preferred
Experience with Zendesk, Shopify, and/or Ship station preferred
Ability to perform all duties accurately, timely, and professionally within established guidelines and policies
Strong multi-tasking and time management skills
Self-motivated leader
Exceptional attention to detail
Team player with a positive and can-do attitude
Excellent written and verbal communication skills
Ability to maintain and build effective working relationships both internally and externally