Customer Service Manager

Key Responsibilities:
Leadership and Team Management
Lead, mentor, and motivate a team of customer service representatives.
Set clear performance expectations and provide ongoing coaching and feedback.
Foster a positive and collaborative team culture dedicated to excellence in customer service.
Customer Service Strategy
Develop and execute a comprehensive customer service strategy aligned with the company;s goals and values.
Continuously improve processes and procedures to enhance the customer experience.
Monitor industry trends and best practices to stay ahead in customer service excellence.
Customer Relationship Management
Oversee customer interactions via various channels, including phone, email, chat, and social media.
Resolve complex customer inquiries, issues, and escalations promptly and effectively.
Ensure a high level of product knowledge among the customer service team.
Data Analysis and Reporting
Utilise data and analytics to track key performance metrics and identify areas for improvement.
Generate regular reports and insights to inform decision-making and measure the success of customer service initiatives.
Training and Development
Implement training programs to enhance the skills and knowledge of the customer service team.
Stay up-to-date with product launches and updates to keep the team informed.
Cross-Functional Collaboration
Collaborate closely with other departments, including Sales, Marketing, and Product
Development, to ensure a seamless customer experience.
Provide customer feedback and insights to relevant teams to drive product improvements.
Qualifications:
Proven experience in a customer service leadership role, preferably in the retail or luxury goods industry. Strong leadership, coaching, and team-building skills. Exceptional problem-solving and conflict resolution abilities. Excellent written and verbal communication skills. Proficiency in customer service software and CRM systems. A passion for jewellery and an understanding of the luxury retail market.
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