Deputy Customer Service Manager - Luxury Fashion
Support the customer service manager in the daily operational management of the customer service team. Be able to act as manager when required. Enforce and ensure KPIs are met by customer service team and be able to bring areas of concern to manager’s attention for further discussion and improvement. Report to: Customer Service Manager and Head of Ecommerce.Working hours will be based on a shift pattern, Monday – Sunday.Main Responsibilities1.Over-see daily operations within customer service team.2.Alongside other members of management, lead a team of customer service agents and fraud analyst.3.Have a good understanding of customer service and fraud mitigation to ensure you can cover on these duties if required (duties include telephones, email management and LiveChat services).4.Handle sensitive complaints and selected complaints from Chief Executive’s desk.5.Handle third level customer escalations. 6.Assist in managing the daily operations of credit control processes.7.Support in the analysis of customer communications to feed back to the business on a periodic basis.8.Support the manager with recruitment, training new staff and completing team member appraisals. 9.Take an active interest in customer service, both internally and externally.10.Raise bugs and enhancements with e-commerce team as necessary. Complete new development testing where required.11.Build and maintain relationships with third party companies.Tools of the Trade*Can speak second language (German and/or French), fluently. Preference will be given to candidates with the relevant language skills.*Previous management level customer contact centre experience, preferably within luxury fashion retail.*Calm under pressure, passionate about customer service, can handle difficult situations, show sensitivity and be discreet. For the purposes of the Regulations, please note that Office Angels in the provision of these services will be operating as a recruitment agency. Office Angels are an equal opportunities employer. Please note that due to the high volume of response Office Angels receive; only successful candidates will be contacted. Office Angels is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.