Welcome

Urban Street Brand is looking for Ecommerce Customer Service Manager to support and develop their customer experience function, working with the Head of Ecommerce.

The successful individual will be a brand ambassador for Ecommerce by providing personalised support to Streetwear Brand’s customers via all customer touch points including phone, email, live chat, ratings, reviews and customer surveys.

You must have 3 years or more Customer Care Experience with a Retail Fashion or Streetwear Ecommerce Brand and be flexible, resourceful and able to solve problems as they arise in a growing business.

Confidence and experience dealing with ecommerce and retail customer queries / complaint using strong skills gained in a customer services and sales environment. You will be able to manage both inbound and outbound customer services and building customer loyalty within an ecommerce environment.

Highly personable, able to build strong relationships with customers, partners and colleagues, you must also demonstrate good people management skills and have proven experience in managing a Customer Services Team.

The responsibilities include:

• Manage the day to day customer care function in all customer touch points including phone, email, live chat, ratings & reviews and customer surveys.
• Build and manage a team of Customer Services Advisors.
• Work with key stakeholders predominately, ecommerce, retail and warehouse teams to drive improvement and consistency across shopping, service and delivery experiences.
• Drive the department sales targets via phone, email, live chat, and Online Surveys.
• Design and deliver team initiatives to improve performance and celebrate success.
• Recommend, initiate and manage projects to surprise and delight all customers.
• Evaluate customer feedback and implement recommendations for continuous improvement.
• Champion the needs of the customer across the business.
• Regularly test the engagement journeys and benchmark our service propositions against retail markets in line with new technical advancements.
• Manage all customer facing policies and guidelines, including returns and T&C’s
• Act as an escalation point for all customer complaints where required
• Review customer feedback via calls, emails, live chat, online survey’s and ratings & reviews.
• Actively promote and manage the process of continuous improvement in customer service standards
• Support the achievement of sales plan requirements utilising cross-selling and up-selling opportunities
• Ensure prompt response to all customer enquiries, concerns and issues
• Develop new initiatives to increase productivity, gain efficiencies and enhance customer retention and loyalty;
• Respond and resolve queries and complaints within a defined timescale, ensure all responses meet the brand vision and values
• Support in the development of an Omni Channel customer care approach through the development of systems, training and process enhancements
• Manage refunds and exchanges that are directed to customer care for both ecommerce and retail
• Partner with Retail stores where required to ensure customer queries are managed appropriately

If you are interested please email info@flossagency.co.uk quoting reference 21253LR.

Unfortunately, due to the high number of applications currently being received, only shortlisted candidates will be contacted.

This is an excellent opportunity to join a growing business in a support role to senior members of the team. The role will initially be based in Uckfield, East Sussex with relocation to the Sevenoaks Kent area early next year!

The role will involve:

• Answering the telephone and dealing with client queries
• Managing the appointments diary and scheduling meetings
• Making outgoing calls and updating clients
• Managing incoming and outgoing emails and correspondence
• Producing documents using MS Word and MS Excel
• Keeping the client database up to date and accurate
• Any other duties as required by the team

Key skills needed:

• Previous admin experience in a corporate office environment is essential
• Excellent telephone manner with good communication skills both verbally & written
• Experience of managing clients / customers
• A confident IT user with strong Word and Excel skills
• Able to use own initiative whilst being part of a team

Hours of work:

Monday to Friday 0900-1700

On-site parking available.

Important - The successful candidate must be willing to move to the Sevenoaks office next year.