Customer Experience Manager/Customer Services Manager is required by my client who are a new, forward-thinking company that is expanding rapidly. They are developing brands across various markets on an E-commerce platform & digital marketing.
They are looking to ensure that their brand community has a positive experience at every step of the way, with the Customer Relations Manager/CX Manager being a key player in developing the ultimate customer satisfaction journey. The Customer Relations Manager will have a knack for customer resolution & personalisation - being able to go the extra mile to ensure the customer experience has the personal touch. You will be confident in managing a team of customer relations and support agents, who understand the brand messaging and importance of 100% customer satisfaction & resolution.
Roles & Responsibilities
Managing a team of customer relations and customer support agents Responsible for the overall interaction with our customer via email, social & live chat Rotating shift patterns across a 12/7 hour support window handling customer queries whilst maintaining excellent customer service Thinking outside the box & creating a surprise and delight mindset throughout all customer care team Keeping on top of a high volume of customer emails & live chat Perform customer re-engagement campaigns to existing or recent customers Creating a forward thinking customer resolution strategy across all brands and all product deliveries to ensure high levels of customer retention and satisfaction Keep your finger on the pulse with regards to customer happiness & retention
We would love to speak to someone with:
Previous Customer Relation or Support Experience E-commerce Experience Live Chat or ZenDesk Experience Management Experience
This is a fantastic opportunity to secure a role with a new and leading edge vibrant organisation, please send your CV in the first instance and you will be contacted with full role and company information.