Job Details
Job Ref: 215546254
Date: 2022-01-12 14:45:15
We have a fantastic opportunity available for an eCommerce Customer Services Supervisor to join our market leading client based in High Wycombe. The successful candidate will effectively manage a team of 3, defining goals, communicating objectives and monitoring team performance.
You will be:
Managing workflow, creating and managing teams’ schedules.
Defining goals, communicating objectives and monitoring team performance.
Effectively managing calls, enquiries, orders, complaints, returns and refunds.
Effectively logging all details of call/order actions taken within the CRM system to support case management.
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.
Providing feedback on the efficiency of the customer service processes and areas of improvement.
You will have:
At least 3-5 years’ experience in an online customer services environment
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
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