Customer Service Manager

Customer Service Manager

Milano Di Rouge

Position Overview:

The Customer Experience Manager is responsible for managing a team of customer service representatives and overseeing all aspects of customer support operations. Their duties encompass developing and implementing customer support strategies, setting performance goals, and training the team to deliver exceptional service. They handle escalated customer issues, analyze customer feedback and data, and work collaboratively with other departments to enhance overall customer satisfaction. By tracking key performance indicators and metrics, they evaluate the team's performance, identify areas for improvement, and strive to continually enhance the brand's reputation and customer loyalty. Ultimately, the Customer Experience Manager plays a crucial role in maintaining a strong customer-centric focus, building lasting relationships, and ensuring the brand's success in the competitive online fashion industry.

Job Responsibilities:

• Team Leadership:

• • • Lead, motivate, and inspire a team of customer service representatives.
    • Foster a positive and collaborative team culture dedicated to delivering outstanding service.

• Performance Management:

• • • Track and analyze key metrics such as CSAT, NPS, FRT, AHT,SLA,ESAT,Customer Retention Rate,Escalation Rate and Resolution Rate to ensure high-quality service.
    • Conduct regular performance reviews and provide constructive feedback for continuous improvement.

• Customer Issue Resolution:

• • • Oversee the timely and effective resolution of customer inquiries, concerns, and escalations.
    • Handle escalated issues personally, ensuring swift and satisfactory resolutions.

• Training and Development:

• • • Develop and implement training programs to enhance the team's product knowledge and service skills.
    • Stay updated on industry trends to ensure the team is well-equipped to address customer needs.

• Process Improvement:

• • • Identify opportunities for process improvements and efficiency gains in customer service operations.
    • Implement strategies to streamline workflows and enhance the overall customer experience.

• Cross-Functional Collaboration:

• • • Collaborate closely with other departments, including marketing, sales, and logistics, to ensure a cohesive customer experience.
    • Provide insights and feedback to improve products, services, and overall brand perception.

• Customer Feedback Analysis:

• • • Analyze customer feedback to identify trends, common issues, and areas for improvement.
    • Implement strategies based on feedback to enhance customer satisfaction and loyalty.

• Quality Assurance:

• • • Implement and maintain quality assurance standards for customer interactions.
    • Monitor customer service interactions to ensure adherence to brand guidelines and service excellence.

• Technology Integration:

• • • Stay informed about customer service technologies and tools, and integrate them to improve efficiency and communication.
    • Leverage technology for data-driven decision-making and performance analysis.

• Emergency Response Planning:

• • • Develop and implement plans for handling high-volume periods, such as sales events or product launches.
    • Ensure the team is prepared to handle increased customer inquiries during peak times.

• Reporting and Analysis:

• • • Generate and analyze reports on key performance metrics, presenting insights to senior management.
    • Use data to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.

• Process Improvement:

• • • Identify opportunities for process improvement and implement strategies to enhance efficiency.

• Feedback Analysis:

• • • Analyze customer feedback to identify trends, areas for improvement, and opportunities for innovation.

• Strategic Planning:

• • Contribute to the development and implementation of customer service strategies aligned with company goals.

Job Requirements:

• Bachelor's degree in Business, Fashion Merchandising, or a related field preferred.
• Proven experience in a customer service management role, preferably within the fashion industry.
• A strong understanding of current fashion trends, styles, and industry dynamics.
• Familiarity with the fashion retail landscape and an ability to align customer service strategies with industry best practices.
• Excellent written and verbal communication skills.
• Ability to convey the brand's voice effectively and maintain a positive and professional tone in customer interactions.
• Proven leadership and team management skills.
• Ability to inspire and lead a diverse team in a fast-paced and dynamic environment.
• Demonstrated commitment to delivering exceptional customer service and enhancing the overall customer experience.
• Understanding of the importance of customer satisfaction and loyalty in the fashion industry.
• Strong analytical and problem-solving skills.
• Ability to interpret and analyze key performance metrics to drive continuous improvement.
• Proficiency in using customer service software and tools.
• Familiarity with the integration of technology to enhance customer service operations.
• Ability to adapt to changing priorities and work collaboratively in a fast-paced environment.
• Flexibility to handle high-volume periods and effectively manage resources.
• Strong commitment to continuous improvement in customer service operations.
• Ability to collaborate effectively with cross-functional teams, including marketing, sales, and logistics.
• Experience providing insights and feedback to improve overall business processes.
• Experience in analyzing customer feedback to drive improvements in products, services, and customer interactions.
• Proactive approach to addressing customer concerns and preventing recurring issues.
• Collaborative and team-oriented mindset.
• Ability to work effectively with diverse personalities and contribute to a positive team culture.

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