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Job Title: Customer Service Manager (SOC: 4143) 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 Leadership and Strategy - Gather and analyse customer feedback to derive actionable insights and improve service operations. - Develop and implement a data-driven customer service strategy for online operations. - Launch initiatives that build customer loyalty, ensuring repeat business and long-term satisfaction. - Ensure prompt and effective resolution of customer inquiries, complaints, and escalations. - Foster a customer-centric culture within the team. Team Management - Recruit, train, and mentor a multilingual customer service team with expertise in luxury markets. - Set clear objectives and provide regular performance feedback to ensure a high-performing team. - Manage staffing schedules to ensure adequate support during peak business hours and across time zones. - Conduct training sessions to enhance customer service skills and knowledge. - Motivate and empower the team to exceed customer satisfaction targets. Customer Experience - Oversee customer inquiries across multiple channels, including email, chat, phone, and social media, with a focus on luxury clientele. - Collaborate with teams such as Marketing, Sales, and Logistics to elevate the overall customer experience. - Address and resolve escalated customer complaints promptly, ensuring professional and personalized resolutions. - Monitor and leverage customer feedback to identify areas for improvement in products, services, and processes. Process Improvement - Develop, document, and continuously refine customer service policies and procedures. - Work closely with departments such as logistics and marketing to resolve customer issues efficiently. - Leverage CRM tools and technology to streamline workflows and enhance service delivery. - Stay updated on industry trends and best practices to drive innovation in customer service. Reporting & Analytics - Track and report on key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction scores. - Analyse customer service metrics to identify trends and recommend strategies for improvement. - Prepare detailed reports for senior management, highlighting successes, challenges, and growth opportunities. Problem-Solving - Handle complex or sensitive customer issues, turning challenges into opportunities for exceptional service. - Proactively anticipate potential issues and implement preventative measures to enhance customer satisfaction. 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. 28 holiday pay per year.

We’re CAOTIC JEWELRY. A jewelry brand based in East London founded in 2019. We are experts ear stackers and more. We offer high quality jewellery pieces for everyone, using the best quality materials at a highly competitive price point for the market we operate in. Our jewellery is available worldwide online and in our pop-up locations. We are looking for a reliable, hard-working individual to run one of our stall for a few weekends a month (see shifts timetable below). • The job consists of - Setting up & close our market stall. Displaying the jewellery items following company standards. Taking card payments via Sumup. Wear CAOTIC's jewellery during your work hours. Advise and assist the customers (customer interaction and communication are crucial and key as it is what makes the job fun). Clear away and pack up at the end of the day (only Sundays) before returning the stall to storage. • You’ll have an engaging personality, be organised, with a positive sales attitude and want to help our regular and non-regular customers at all the time, a confident communicator who enjoys talking to customers. You'll need to be - Comfortable lifting, carrying and bending in order to setup the stall. YOU MUST be reliable and good with timekeeping (this is 100% crucial). • In addition, a total of 18h training will be given prior the expected introduction date. - Saturday: 9.00am - 6pm - Sunday: 9.00am - 6pm About our Market Stall location, this vacancy would take place at our Backyard Market stall - which is a great place to work. Vibrant. Buzzy. Fun. Easily accessible from Liverpool St. Station (which is on the Central, Elisabeth, Metropolitan, Hammersmith and City and Circle line, plus the Overground and some National railway services) it’s also really close to Aldgate, Whitechapel and Bethnal Green area. So if you have what we are looking for, have a 24-hour smile, and are up for the challenge, then Apply NOW. What have you got to lose? Job Types: Part-time (also future full-time position if wanted) Part-time hours: 18/20 per weekend • Base Salary: £11.5 per hour + Bonus • Benefits: - 25% Discount on jewellery • Schedule: - 9/10 hour shift - Day shift - Weekend availability • Supplemental Bonus performance: When overcoming £500 in sales, 2.5% of the total will be given in addition - Would you describe yourself as reliable and punctual? - Please advise of any previous experience that's relevant to this job - Do you enjoy chatting with customers? Work Location: In person Expected start date: 02/11/2024