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Customer Care Manager

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
  • London
  • Quick Apply

AI generated summary

  • You must have 2-3 years experience managing a Customer Care team for online stores, excellent communication skills, strong organizational abilities, and a passion for fashion and the brand. Flexibility to work weekends and evenings is essential.
  • You will manage and lead the Customer Care Team, improve customer experience, monitor KPIs, resolve queries, update data, coordinate with warehouse and production teams, and ensure excellent service across all platforms for Jaded London.

Requirements

  • Minimum 2 - 3 years experience as a Customer Care Manager for online stores - minimum 4 people.
  • Experience of managing a team.
  • Experience in managing Customer Service Systems
  • Proven experience managing a Customer Care Team
  • Working knowledge of customer service software, databases and tools
  • Dedicated to providing excellent customer service
  • A problem solver, able to take initiative
  • Strong client facing and communication skills, both written and verbal
  • Good knowledge of Excel and using Outlook emails
  • Diligent with strong organisational skills
  • Friendly and enthusiastic
  • Ability to work across weekends and evenings as needed to support the team
  • A real passion for fashion and the Jaded brand

Responsibilities

  • Manage, motivate, support, and coach the Customer Care Team
  • Continuously improve the customer experience, create engaged customers and facilitate organic growth
  • Review delivery proposition regularly with Head of Logistics
  • Track kpis and identify improvement areas
  • Measure and report on the team’s productivity
  • Regular review of procedures and policies to ensure they provide the best customer experience
  • Ensure consistent delivery of tone of voice
  • Monitor and ensure accurate and complete flows of orders, payments, returns, refunds…
  • Dealing with customer queries and assisting with returns, exchanges, and any product faults, via email/live chat/social media
  • Access to Jaded social media accounts; responding to any customer comments with a positive and responsive voice that remains reflective of our audience and the brand
  • Escalate internally key customer concerns on social platforms with social team
  • Using several different customer service software, including Shopify/Gorgias
  • Resolve any relevant data flow and settings issues in the software used
  • Data entry, including:
  • Processing and updating the weekly dispatch, back order, and returns reports
  • Weekly collating of all data regarding the number of emails replied to, response times, returns processed, etc.
  • Liaising with the warehouse to ensure quick dispatch, order fulfilment, and delivery dates are met
  • Communicating with the Production and Social teams to ensure accurate product information and launch dates are correctly communicated
  • Organise team training on product for each launch across menswear and womenswear.
  • Demonstrating a great knowledge of our product and general love for the brand
  • Handle any shipping, size, or price issues across all platforms
  • Work towards a set of goals, targets, and KPI’s

FAQs

What experience is required for the Customer Care Manager position at Jaded?

Minimum 2 - 3 years experience as a Customer Care Manager for online stores, with a minimum of 4 people.

What kind of benefits are offered for this position?

Benefits include a 50% employee discount, 24 days holiday per year (plus bank holidays), a paid day off on your birthday, hybrid working arrangements, a pension scheme, bonus scheme, employee assistance programme, and more.

What are the responsibilities of the Customer Care Manager?

Responsibilities include managing, motivating, supporting, and coaching the Customer Care Team, continuously improving the customer experience, reviewing delivery propositions, tracking KPIs, measuring and reporting on productivity, resolving customer queries, ensuring accurate flows of orders, payments, and returns, and more.

What software is used by the Customer Care Team?

The team uses several different customer service software, including Shopify/Gorgias.

Are there any specific skills required for this role?

Strong client facing and communication skills, problem-solving abilities, knowledge of customer service software, databases, and tools, and a passion for fashion and the Jaded brand are essential for the Customer Care Manager role.

Channeling street style from London to Los Angeles #jadedlondon

Fashion & Arts
Industry
11-50
Employees
2013
Founded Year

Mission & Purpose

Jaded LDN is a fashion brand that transcends conventional boundaries by creating contemporary, bold clothing designs. The company is dedicated to crafting unique and expressive fashion pieces that resonate with a diverse audience. With a focus on innovation and individuality, Jaded LDN's ultimate goal is to inspire confidence and self-expression through their distinctive clothing collections. By blending streetwear aesthetics with high-fashion elements, the brand strives to empower individuals to embrace their personal style and make a statement in the ever-evolving world of fashion.