Customer Service Manager

Job DescriptionLOCATION – GUILDFORDALB is a fast growing fashion brand looking for a customer service manager. As ALB grows, we are looking for a passionate, hard working and humble individual to join us on this exciting journey in this role.ROLES AND RESPONSIBILITIES• Manage customer enquiries via all platforms including Shopify Inbox and social media channels.• Follow department procedures and service level agreements• Effectively communicate and follow up within deadline timeframes•ensure and fulfil orders • To provide the highest level of customer care to all customers.• Performing additional administrative tasks within the department• Reporting on fulfilment and warehouse errors and working hard to resolve any customer complaints.• Reporting product and customer feedback to help continually improve our quality and product offering• Managing courier claims and customer resolutions.• Manage return payments for the website and Silk Fred platform.• Managing daily checks of pending order payments• Assisting senior team members with the presentation of trade reports on a weekly basis.QUALIFICATION, SKILLS AND EXPERIENCE• Highly organised and self motivated• Flexibility• Positive and professional attitude• Computer Literacy – knowledge of Zendesk is desirable however not essential• Experience using Excel• Experience in customer service is preferable
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