We are seeking an experienced and dynamic Customer Service Manager to lead and manage our customer service operations in the UK. The ideal candidate will have a background in e-commerce, customer service, and team leadership, with a strong willingness to work in a startup environment.
Key Responsibilities:
- Build, lead, and develop the customer service team from the ground up, ensuring high levels of customer satisfaction and efficient issue resolution.
- Develop and implement customer service policies, procedures, and standards.
- Manage day-to-day customer interactions, handling escalated customer inquiries, complaints, and issues.
- Work closely with other departments, including logistics, sales, and marketing, to ensure a seamless customer experience.
- Monitor and analyze customer service performance metrics, identifying areas for improvement.
- Train, mentor, and develop customer service staff, creating a positive and productive work environment.
- Ensure that customer service platforms and tools are optimized for efficiency and effectiveness.
- Develop strategies to handle seasonal customer service demands, including peak shopping periods.
- Support the setup and growth of the customer service team as the business scales.
Key Requirements:
- Proven experience in a customer service management role, preferably in an e-commerce or retail environment.
- Experience in building and scaling customer service teams.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced, startup-like environment.
- Fluency in English is required; proficiency in Chinese is a strong plus.
- Strong problem-solving abilities and a customer-first mindset.
- Ability to use and manage customer service software and tools effectively.
- Bachelor’s degree in business, management, or a related field (preferred but not required).