Customer Service Assistant Manager

CUSTOMER SERVICE ASSISTANT MANAGER

The Customer Service Assistant Manager is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels, including but not limited to front and back office, telephone, email, online, live chat, video and social media.

Some of the responsibilities and duties will include:

• Act as the Voice of the Customer across the organization

• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service level agreements metrics and monitoring and analyzing results. Provide target improvements for key metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction), FCR (First Call Resolution), CTS (Cost to Serve).

• Strategically lead, develop, empower and engage the Customer Service Team to enhance performance through a clear set of accountable performance metrics

• Train staff members to provide the highest standards of customer service while creating a culture that achieve business goals and objectives with regards to customer service and ensuring that all company policies are followed.

• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.

• Identify customer service trends, determine system and process improvements, and execute successful change projects

• Define, negotiate and agree on the effective utilization of resources in line with service specifications and service level agreements

• Define an effective Escalation Management Policy and Matrix for SLA breaches and ensure that this is being followed religiously by the Customer Service Team.

• Drive better sales for both ecommerce and brick & mortar business through exceptional service

• Work effectively with key departments like Store Operations, Ecommerce, Marketing, Shared Services and Merchandising to negotiate and influence customer service improvements

• Use Customer Insight and Root Cause Analytics to identify company-wide improvements and present these to the Management

• Accountable for ensuring full regulatory compliance and legal requirements relating to customer complaints. Identification of any potential risk issues.

• Update job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations

• Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets

Required Experience:

• Extensive experiencing of managing operational customer service teams

• Experience in implementing or using customer service and contact center tool and technologies

• Strong strategic and customer focus with a clear understanding of the wider issues impacting the retail market

• Proven Management and/or relationship management experience at a senior, strategic level role, with established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment

• Demonstrate ability to motivate and communicate with others at all levels

• Influential relationships skills with the ability to use these relationships to deliver service improvements

• Excellent communication and negotiation skills

• Able to adapt and succeed in a changing environment

• Evidence of well-developed leadership skills