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- East Dragon LD Ltd
Customer Service Manager3 days ago£38700–£40000 yearlyFull-timeLondonJob 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 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.
Easy apply - Precision Vehicle Repair Centre
Mechanic2 months agoFull-timeLondonSenior Prestige Vehicle Technician/Mechanic Our independent Precision Vehicle Auto Centre specialist in Edmonton London requires an experienced car technician to join the team. You will have a proven ability in working with a range of vehicles, ensuring all work is carried out to an exceptional standard. Maintaining good staff–client relations is essential. The right candidate will work in an exciting workshop environment, repairing and servicing a range of prestige cars and classic vehicles. What we are looking for: - at least 1-2 years experience as a fully trained automotive technician - NVQ Level 3 or above in Vehicle Maintenance & Repair - proven ability in vehicle electrical systems and fault diagnostics - excellent standards of quality control - experience of keeping accurate records - excellent customer service skills - preferably experience in managing a team/workshop - ability to set and manage workloads desirable In return you can expect: - a non-target driven environment - interesting and varied work on a range of classic and prestige vehicles - the chance to work for a small family-run business - a commitment to learning and development - a relaxed and friendly workplace - occasional weekend shifts - optional overtime - rates of pay to be regularly reviewed Salary is dependent on skills and experience. If you think you have the skills and passion required for this role, then please get in touch for a friendly chat. Job Type: Full-time Job Types: Full-time, Permanent Pay: Competitive based on experience Benefits: - Company events - Free parking - On-site parking Schedule: - Monday to Friday - Occasional weekends Experience: - Automotive Repair: 2 years (required) - automotive technician: 2 years (required) Work Location: In person Application deadline: now
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