Job Ref: 215614037

Date: 2022-01-20 11:26:10

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Ref: 3309

Job Title: eCommerce Customer Services Supervisor

Salary: £30,000 – £35,000

Location: Marlow

This is a great opportunity to work with our established client in the launch of their eCommerce Customer Service team. The successful candidate will have B2C experience and will be reporting to the Customer Service Manager, this is a “hands on” role with varied responsibilities. The successful candidate will have 3 – 5 years experience in an online customer services environment, experience of CRM systems (ideally SAP), a thorough understanding of the eCommerce processes from conversion to fulfilment and to customer service alongside a knowledge of the relevant legislation including Consumer Rights Act and Distance Selling Regulations.

You will have strong written and verbal communication skills and be confident dealing with challenging customer complaints.

The role is interesting and varied, your responsibilities will include:

* 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

Please only apply if you match all of the above criteria.

S4 is acting as an agency for this role.

At registration stage, to confirm your identity, you will be required to bring your passport and proof of address with you. Registration takes approximately 20 minutes.
If you are emailing your CV to us, please ensure it has your home address, telephone numbers (including your mobile) and your email address on.
Thank you for taking the time to look at one of our vacancies. We look forward to receiving your CV.

Please note that only successful applicants will be contacted. S4 Personnel Ltd is only able to process applications from candidates who are currently resident and eligible to work in the UK

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