Fashion

Fulltime
02-16-2018
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Job# 27424 BH# 341037
Contact# 5237027

Senior Customer Service Manager

Note: Relocation package to Los Angeles provided

Client Overview: 

Our client is a renowned ecommerce fashion retailer presenting all the latest must-have designer collections. With their luxurious, contemporary, and glamorous approach, you can effortlessly dress in style every day.

Position Overview:

In this role, you would be responsible for managing customer service operations and driving optimal efficiency and exceptional service. You would also be responsible for managing a team of Customer Service Supervisors and working with global Customer Service Managers to ensure SLAs are achieved.  
 

Responsibilities:

• Develop and implement global service strategy, ensure SLAs are achieved, and confirm efficient and effective management and customer service

• Work with cross-functional partners to manage and enrich the customer experience and provide clear objectives
• Foster a collaborative and positive environment; mentor and train Customer Service Supervisors and Advisors to drive retention and professional growth
• Evaluate daily and weekly service levels and quality of service and establish service improvement strategies
• Identify key areas of improvement and work with the global management team to implement policies, procedures, technical improvements, and training programs
• Assist the Customer Service Supervisors to recruit and train Customer Service Advisors to ensure knowledge and skill-set growth
 

Key Qualifications:

• Bachelor’s degree

• Proven leadership and management experience of a customer service team
• Strong e-commerce experience and knowledge