Customer Service Manager

An experienced Customer Service Advisor to join a fast-growing woman’s lifestyle business that aims to provide a high level of customer service for all of their customers. The role involves being responsible for all customer communications, managing returns and general office duties. A strong candidate will be flexible, highly organised, motivated and have previous experience in a similar role.

To be the first point of contact for incoming customer queries via email, phone or written correspondence.
To investigate customer complaints and propose solutions, gaining authorisation from the E-Commerce Operations Manager where required.
To log Web related queries into database, and refer onward as required.
To effectively manage the email inbox to ensure queries are prioritised and responded to.
To provide practical assistance to Stores and Regional Managers on customer service related issues.
To assist customers in placing online orders where required.
Provide customers with stock listings for mail order.
Respond to all customer queries regarding faulty returns to Head Office, including organising repairs where applicable.
Respond to all customer queries regarding refunds on products purchased in Phase Eight stores.
Liaise with Head Office Departments, suppliers and customers follow through customer queries to completion.
To keep all customer service records up to date, and provide reports as requested.

General Accountabilities

Ensure that customer service standards are exceptional at all times.
Provide professional after sales service.
Build and maintain strong customer relationships and encourage customer loyalty.
To ensure that you have current season product knowledge.
Positively promote the Love Lemonade brand.
Be well organised and be able to multi-task & prioritise
Be a team player
Have excellent excel skills, proficient in pivoting
Possess excellent attention to detail, being numerate & accurate
Excellent communication skills
Have a well-developed analytical approach and problem-solving capability
Outgoing, confident and enthusiastic.