Customer Services Manager

JOB OVERVIEW

To drive customer service excellence for the Orange Square Company and set the standard for its portfolio of luxury fragrance brands, distributed within the UK and Eire territory. The primary focus of the role is to manage customer satisfaction and processes pre, during and post-purchase for Creedfragrances.co.uk.

 

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

  • Customer Service Excellence
    • Resolving all inbound customer enquiries via phone, post, and all digital channels (email and live chat)
    • Responding to all social media and business listing comments and messages where necessary
    • Responding to all Yotpo and TrustPilot reviews where necessary
    • Actioning and logging returns and exchanges/replacements
    • Liaising with relevant teams to resolve customer requests
    • Review processes, procedures and tools and recommending/actioning improvements
    • Creating and/or maintaining customer services processes and documentation
    • Aligning all customer service communications, and ensuring they meet brand standards

     

    People Management

    • Management and training of Customer Service Assistant, leading by example to ensure all customers receive world class service in line with Creed and Orange Square brand values
    • Educate and support sales and marketing team in their understanding of the Creed consumer sharing customer insights, feedback and improvements
    • Ensuring the team is fully trained on all products and can cover in periods of absence

     

    Administration

    • Regular insights reporting
    • Daily monitoring of fraud scores and suspicious shopping activity
    • Service the staff product allocation requirements in line with company policy
    • Working closely with the Finance Team to make sure all sales returns are processed in a timely manner

     

PERSON SPECIFICATION

Orange Square is a business in fast growth so an ability to adapt to change is essential.

Knowledge & Skills

  • Evidence of having delivered world class service in the luxury sector
  • Ability to manage direct customer relationships with empathy and respect
  • Proven ability to manage internal processes and main stakeholders
  • Proven track record in retail as a customer service or retail manager, including the management of direct reports
  • Excellent knowledge of customer service management methods and techniques to deliver efficient and effective solutions to customer queries
  • Trouble shooting and multi-tasking skills
  • Ideally educated to degree level or equivalent.
  • Knowledge of Zendesk, Sage, Adyen, PayPal and Amazon Pay preferable

 

Key Competencies

  • Excellent verbal and written communication skills
  • Demonstrates strategic and broad view of business, industry, and consumer environment
  • Dynamic, proactive, assertive and autonomous with an enthusiastic, positive outlook, i.e. willingness to accept new responsibilities in a growing market
  • Presentation skills
  • Sound judgement and decision-making skills with great attention to detail to ensure all customers feel confident in solutions to queries
  • Strong negotiation and influencing skills
  • Highly organised team player, flexible and able to handle multiple activities, establish priorities, meet deadlines and work collaboratively with others.

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