Assistant Customer Service Manager

At Purplle.com, we provide our customers with an exceptional level of service and care. We’re looking for an assistant manager of customer service who can help us maintain this standard and contribute to our growth. The ideal candidate will have experience managing a customer service team, developing and implementing customer service policies, and training and coaching customer service representatives. They will also be skilled in conflict resolution and have a proven track record of providing excellent customer service. Ultimately, the assistant manager of customer service will be responsible for ensuring that our customers are satisfied and that our customer service team is providing the highest level of service possible.

Duties & Responsibilities

 Assist the customer service manager in leading and developing a customer-focused team that provides exceptional service

 Help to develop, implement, and monitor systems, processes, and procedures related to customer service

 Handle escalated customer complaints and inquiries, working to resolve issues in a timely and efficient manner

 Monitor customer service metrics and KPIs, providing reports and recommendations to management

 Train and coach customer service representatives on company policies and procedures, product knowledge, and effective communication techniques

 Serve as a liaison between customers and other departments, such as sales, billing, and technical support

 Conduct regular quality assurance audits of customer service interactions

 Develop and maintain positive relationships with customers, demonstrating a commitment to meeting their needs

 Keep abreast of industry trends and best practices, sharing this information with the team to improve customer service delivery

 Assist in the development and implementation of customer service initiatives

 Perform other duties as assigned

Requirements

 5 or more years of contact centre/customer service management experience preferred

 Experience with call centre phone systems, call routing applications, order management systems, case management systems, chat solutions, social media platforms, in-store pickup functionality preferred

 Proven organisational, project management skills, analytical and effective problem resolution skills

 Proven people management skills; for building relationships with colleagues at all levels

 Customer centric with a proactive, positive, and “can-do” attitude

 Excellent communication skills both written and verbal

 Leadership flair with the skill to motivate others to perform and exceed expectations

 Professional, proactive, positive and “can-do” attitude

 Manage pressure effectively

 Experience of setting up and developing contact centre is an advantage