Job Ref: 213201157

Date: 2021-02-17 13:58:45

Apply Now

Job Title: eCommerce Customer Service Supervisor

Salary: competitive

Location: Windsor, Maidenhead, Berkshire, Reading, Uxbridge

Evolve Recruitment are currently recruiting for an eCommerce Customer Service Supervisor for a leading global brand. The role is newly created within the business and would really need a self-starter to create this role for themselves.

Key Responsibilities:

Effectively manage calls, enquiries, orders, complaints, returns and refunds
Effectively log all details of call/order actions taken within the CRM system to support case management
Manage workflow, creating and managing teams' schedules
Effective day to day team management, including defining goals, communicating objectives and monitoring team performance
Responsible to measure and present key metrics by preparing daily / weekly/ monthly and annually reports as required
Successfully managing the complex customer complaints to support resolutions
Provide feedback on the efficiency of the customer service processes and areas of improvement
Improves customer service quality results by evaluating performance, building scripts for interactions, and driving initiatives to improve day to day processes
Accountable for all admin tasks to be completed accurately by themselves and the team in time.
Communicate and coordinate with internal and external parties to include Sales & Marketing, Logistics and After Sales Support when required
Manage the team lifecycle by participating in recruitments, trainings need assessments, setting targets and evaluating performance etc.
Support team queries by providing timely guidance and feedback, anticipate escalations and take control of the cases where required
Efficient at being hands on and attention to detail, while managing the overall team requirements
Capable in managing projects, as assigned from time to time
Keep management informed on issues and problems
Carry out other ad-hoc duties as assigned by the Line Manager from time to time

Skills Required:

At least 3-5 years' experience in an online customer services environment
Experience with the CRM systems
Thorough understanding of the ecommerce processes from conversion to fulfilment, and to customer service
Knowledge of relevant legislation including Consumer Rights Act and Distance Selling Regulations
A self-motivated, passionate, and enthusiastic approach to work to provide excellent customer service
Strong verbal and written communication skills and with experience of dealing with challenging customer complaints
Professional and empathic approach to resolving issues
Strong attention to detail and efficient with spreadsheets, manipulating data and reviewing results
Excellent time management and goal orientated focus
SAP knowledge is preferable
Experienced user of MS Office (Excel, Access)

If you feel you have the relevant skills and experience required for the role, then please apply now to Evolve Recruitment, Kingston upon Thames for more information

Apply Now