Customer Service Agent

Job Title: Customer Service Manager Location: 7 A Henriques Street, London, England, E1 1NB (On-site) Reports To: Operations Manager About Us: East Dragon LD Ltd is a premier online retailer specializing in luxury superbrands, high-end fashion, and luxury watches. Based in London, we pride ourselves on delivering exceptional quality and style to our B2C clients. While rooted in the UK, we are rapidly expanding our operations into global markets to bring our curated collections to a worldwide audience. Our mission is to provide an unmatched shopping experience and maintain our reputation for excellence in the luxury retail sector. Job Summary: The Customer Service Manager will oversee all aspects of the customer service department, ensuring that B2C clients across the globe receive timely and effective assistance. You will lead and develop a team of representatives, resolve escalated issues, and contribute to shaping the overall customer service strategy. This includes gathering customer feedback to make data-driven decisions and building a loyal customer base through exceptional service. Key Responsibilities: Customer Service Strategy: Gather and analyze customer feedback to derive actionable insights for improving service operations. Develop and contribute to a data-driven customer service strategy for both online and physical operations. Implement initiatives to build a loyal and engaged customer base, ensuring repeat business and long-term satisfaction. Team Leadership: Recruit, train, and mentor a team of customer service representatives. Set clear team objectives and provide regular feedback to ensure high performance. Create and manage staff schedules to maintain adequate coverage during business hours. Customer Experience: Manage customer inquiries across multiple channels, including email, chat, phone, and social media. Collaborate with other teams, such as marketing or sales, to continuously improve the overall customer experience. Address and resolve escalated customer complaints professionally and promptly. Monitor customer feedback to identify areas for improvement in products and services. Process Optimization: Develop, document, and refine customer service policies and procedures. Work closely with other departments (e.g., logistics, marketing) to resolve customer issues efficiently. Leverage tools and technology to streamline workflows and improve service delivery. Performance Monitoring: Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores. Analyze customer service metrics to identify trends and recommend improvements. Prepare regular reports for senior management, highlighting successes and opportunities for growth. Problem-Solving: Handle complex or sensitive customer issues, turning challenges into opportunities for exceptional service. Proactively anticipate potential problems and implement preventative measures. Qualifications: Required: At least 2 years of proven experience in a customer service or customer success role, ideally in a B2C environment. Previous experience in the fashion industry, particularly in luxury brands or watches, with a strong understanding of the online fashion business model. Outstanding communication, interpersonal, and conflict-resolution skills. Strong organizational and multitasking abilities in a fast-paced environment. Preferred: Experience using CRM tools. Experience in managing customer service teams in an in-office setting. Proficiency in data analysis and tools like Excel or Google Sheets. Key Attributes: A customer-centric approach and a genuine passion for helping people. Ability to lead, motivate, and inspire a team to excel. Calm under pressure, with a proactive and solution-oriented mindset. What We Offer: Competitive salary and performance-based bonuses. Opportunities for career growth and professional development. A supportive and collaborative work environment. Employee discounts on all East Dragon LD Ltd products.

You will work onsite and report into the Assistant or Store Manager and your role could be to help on the tills, advise our customers, or work in our back shop. You will also: Help our customers and put them at ease; whether that’s listening to find out more about them, answering questions and giving great advice on our fantastic products, recommending items they hadn’t considered or simply offering a basket - it's the little things that make a difference

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