E-Commerce Customer Service Manager - London

E-Commerce Customer service Manager

Job Description

We are a fast-growing online branded footwear retailer and have been trading since 1992. We sell on multiple marketplaces and are one of the UK’s largest marketplace sellers.

We are looking for a full-time Ecommerce Customer Service Manager based at our head office in Greenford, London.

We welcome applications from job seekers who have the graduate visa opportunity that leads to tier 2 sponsorship which will be considered alongside all other applications.

About the Role

The Ecommerce Customer Service Manager is responsible for leading the customer service department and will be managing a team of at least 6 people that includes in-house and outsourced staff. The successful candidate must have related skills and people management experience, combined with strong management and leadership capabilities. We are looking for a passionate individual to make a difference in our company. This is your opportunity to come and join a fast-paced organization that’ll give you the chance to take on responsibility and progress your career quickly.

About you

You are a highly motivated, driven leader who thrives in a dynamic work environment. You can take us to the next level with your innovative thinking, problem-solving, and passion for success. You are hardworking and open to learning with excellent communication skills. You take ownership and be accountable for your responsibilities. The role is ideal for individuals who wish to grow, develop, learn and maximize their potential at a global e-commerce company.

Main Responsibilities

• Develop and implement customer service policies and procedures
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan prioritize and delegate work tasks to ensure the proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Ensuring Amazon A-Z cases, eBay resolution centre disputes and return requests, and PayPal cases are responded to promptly and precisely.
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Liaise with company management to support and implement strategies
• Constantly reviewing and measuring the customer journey and our delivery along it observing where service or experience can be improved.
• Own and develop metrics and measurement techniques that will enable the organization to constantly and consistently measure the customer experience
• Identify and address staff training and coaching needs
• Investigating and solving customers’ problems, which may be complex or long-standing
• Achieve individual targets and contribute fully to achieving departmental response time targets to queries.
• Accountable for all customer service tasks to be completed accurately and on time, including; customer emails, refunds, returns, customer escalations etc.
• Liaison with courier companies, resolving parcel delivery issues including managing claims for lost parcels.
• Liaising with our internal departments including inventory management, the Warehouse, and order fulfilment to ensure that queries regarding deliveries and orders are resolved.

Minimum Requirements

• At least 3 years of managerial experience in an e-commerce customer service role with a team of 5 – 10 members
• At least 2 year of experience supporting Amazon customers for a business selling on Amazon
• Experienced with a customer email management system
• Strong management skills, with excellent attention to detail and, can successfully manage multiple responsibilities simultaneously.

Preferred Skills

• Experience Ebay, and other marketplaces
• Experience with Shopify
• Experience with Edesk
• Knowledge of Microsoft Office 365 app suite
• Experience with ClickUp
• Experienced in liaising with different courier companies
• Hard-working with a can-do and go-getter attitude.
• Experienced with ERP systems, task management system
• Familiar with ecommerce industry trends, applicable laws
• Ability to work under pressure in a fast-paced environment.

Pay and benefits

we offer an annual bonus which is linked to the net profit of the company and also monthly performance bonus. Over time is available

Job Types: Full-time, Permanent

Salary: £45,000.00-£50,000.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free parking
• On-site parking
• Profit sharing
• Sick pay
• Store discount

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Performance bonus
• Yearly bonus

Application question(s):

• Where do you live?
• Are you able to relocate to somewhere near us if you are living far away?
• Please explain your Immigration and right-to-work status in the UK in detail.
• Where do you live in London?

Experience:

• e commerce customer service management: 3 years (required)

Work Location: One location