Job Description

My client is the fashion leader in footwear, starting off in the trendy London areas of Brick Lane, Camden and Spitalfields. They are highly passionate about delivering a customer experience where a strong relationship is built up by offering an authentic, charming and long lasting addiction to shoes! After rapid growth in the UK they are now looking for a Customer Service Representative to join their head office team in Woolwich.

A rare opportunity to be part of this amazing brand. Where you will be managing the customer service team reporting directly to the Managing Director. You will take ownership for the whole process, from online complaints, to store feedback. Managing a small team, you will be looking to make you mark in this growing department, by assessing current procedures and streamlining them in order to improve efficiency.

You must have an understanding of retail/ customer expectations in order to manager the process. Confidence in managing customer queries from online, phone and web chat.

YOU MUST HAVE:
 

• Management experience.
• Excellent communication skills, written and verbal.
• Experience in complaint handling, with a positive outlook to resolve any issues quickly and effectively.
• Ability to juggle customer communication from all avenues and experience with Webchat.
• A team player, who can build and maintain effective working relationships.
• The ability to challenge below and above
• A quick thinker and adaptable to change.
• Highly organised and confident with scheduling activities.
• Managing administration tasks while managing multiple workloads and deadlines.
• Evidence of where you have improved processes/ polices and have implemented into a working practise.
• Confident and professional telephone manner.

Desirable experience in:
 

• Handling customer queries, concerns and complaints from online and retail stores.
• Strong Excel skills.
• Knowledge of retail.

Personal behaviours:
 

• Proactive approach to getting the job done.
• Self-starter, determined to succeed with the drive to deliver outstanding results.
• Ability to remain calm whilst working in demanding situations, maintaining high levels of performance under pressure.

Required Knowledge, Skills, and Abilities