CUSTOMER SERVICE MANAGER
SSENSE is seeking an experienced Customer Service Manager who has a passion for customer service and a strong interest in fashion. The Customer Service Manager will be responsible for managing the customer service and fraud prevention teams and suggesting and implementing process improvements with the objective of delivering an outstanding customer experience. The ideal candidate will excel in a fast-paced and dynamic team environment.
Oversee and manage the customer service and fraud prevention teams
Engage, motivate and coach team members to help them exceed objectives and provide outstanding service
Forecast workload seasonally and estimate staffing needs accordingly to ensure that service levels and standards are met at all times
Interview and hire potential candidates
Develop the customer service procedures, policies and standards
Participate in training of new hires and bring enhancements to the training program
Implement and monitor a service excellence program; regularly provide feedback and report procedure updates to the team
Suggest, participate in and execute projects to improve the department's efficiency and customer experience
Liaise with other departments to execute inter-departmental projects
Encourage team members' participation in such projects during low season
Keep abreast of new promotions, products and services offered
Verify that all outstanding customer service issues (payment and order processing, defects and damages, returns, shipping insurance claims, chargebacks) are communicated, processed and dealt with in a timely manner
Coach the team to address opportunities for potential sales
Monitor and report weekly on the team and team members' performance
Handle escalated calls, contacts and fraud prevention cases
Minimum of 5 years of customer service experience, preferably in a call centre environment
Minimum of 3 years of experience as a manager
Strong English and French communication skills - verbal and written
Demonstrated problem-solving and analytical skills
Excellent time-management, organizational, and prioritization skills
Strong listening and comprehension skills
Great leadership skills
Typing speed of 45 words per minute
Proficient in Microsoft Office (Word, Excel and Outlook)
Ability to multi-task and be detail oriented
Adept at working effectively in a changing environment
Fashion knowledge an asset
Compensation: To be discussed
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