Customer Service Manager ID-1724 – Amazon Store
Join Our Team as a Customer Service Manager at Bonmarche!
Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced retail environment. If so, we have a fantastic opportunity for you!
The Customer Services Manager will manage and support the outsourced contact centre to ensure high levels of quality, productivity, efficiency and knowledge to improve the customer service proposition and ensuring the telephone order line drives sales and profitability for both Bonmarche and Peacocks.
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Key Responsibilities:
To drive change as required by working closely with the outsourced contact centre and internal businesses on ways to improve the customer service proposition
Ensure the outsourced contact centre hits weekly sales targets for telephone order line to drive a profitable channel
Develop and implement new systems and processes to improve service proposition and work with third party supplier to produce relevant training guides
Be the escalation point to the third-party supplier for all customer enquiries for both businesses
Ensure the outsourced contact centre are achieving their KPIs and that contracted SLAs are met
Provide feedback on all trending complaints to the different trading teams and implement improvements where necessary to improve the customer experience
To support the outsourced contact centre with training as required on all aspects of customer service including company policies and processes for both businesses
Closely monitor and report on customer service performance and take appropriate action if required
Communicate all trading plans, key launches and events for both business to the outsourced contact centre
Request and issue of customer cheques
Request refunds by BACS
Liaise with both QC departments on quality and customer feedback
Manage multiple payment platforms and review and monitor potential fraudulent transactions and escalate to the appropriate department
Update the loyalty database with change of customer details
Hold weekly meetings with the outsourced contact centre
Attend monthly and quarterly business reviews with outsourced contact centre in person on the contact centres premises in Sheffield
Respond to Trust Pilot Reviews for both brands calling out any key trends to the trading teams.
Respond to Bazaarvoice enquiries and share regular reporting on feedback to the trading team
Issue gift cards for customer complaints
Person specification
Experience working within a Customer Service Management role.
Experience analysing and interpreting basic data sets.
Understanding of payment platforms, including Paypal
Demonstrate the ability to engage and collaborate with internal teams and external partners to problem solve
High Attention to detail and methodical approach
Creative thinker and the ability to make decisions to achieve success
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