Coordinate the workflow for the team of Customer Service Administrators and provide support to the Customer Service Manager
DUTIES AND RESPONSIBILITIES:
Responsible for the day-to-day coordination of the team, ensuring a 1st class customer experience is delivered at all times. Training new team members and developing existing ones, in line with our culture and expectations.
Ensure workload is planned to meet SLA’s and escalate to management if additional support is needed. Create and maintain reports to track the department KPI’s and manage performance of team and contact centre.
Coaching team to in decision making relating to customer cases, determining appropriate compensation levels and resolutions. Dealing with escalated customer complaints and providing timely responses.
Coordinate the day-to-day operational relationship with 3rd party contact centre, by writing template responses, ensuring we are operating within SLA, preparing them for new project launches.
Undertake monthly trend analysis on the service, highlighting regularly any areas of concern in relation to contact volume drivers, generating resolutions and implementing change. Suggest website changes to reduce contact volume.
Role model URBN behaviours, values and standards; be curious and encourage feedback. Writing and maintaining SOP’s that are trained out and adhered to.
KNOWLEDGE, SKILLS AND EXPERIENCE NEEDED:
Ability to build productive and effective relationships with internal and external stakeholders, (e.g. Brands, 3rd party contact centre, customers).
Energetic and enthusiastic individual with previous experience working in a fast-paced customer facing environment (ideally in fashion/lifestyle retail) and a passion for delivering great service.
Previous supervisory experience, also the ability to speak a 2nd language (French or German preferred), would be advantageous.
Strong communicator with excellent telephone manner and written skills, with a flexible and adaptable approach to any challenges that may arise, and the ability to remain calm.
Organised individual with an eye for detail, who is able to prioritise and manage their own time and workload, as well as the workload of the department
Good I.T skills in the MS Office package and experience using customer/order management systems would be an advantage
Social media savvy with experience of working in this medium. A solid understanding of how to talk to customers across the spectrum of communication methods.