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Job description

The Worker duties include:

· Focus on customer satisfaction which includes addressing customer "pain points,"adjusting policies and procedures, ensuring agents are well trained, measuring customer satisfaction and responding to customer feedback

· Develops and implements policies and procedures to deal effectively with customer requirements and complaints;

· co-ordinates and controls the work of those within shop;

· discusses customer responses with other colleagues with a view to improving the product or service provided;

· plans and co-ordinates the operations of help and advisory services to provide support for customers and users;

• Develop goals and report progress to the owners;
• Improving customer service experience, create engaged customers and facilitate organic growth;
• Taking ownership of customers issues and following problems through to resolution;
• Setting a clear mission and deploying strategies focused towards that mission;
• Keep accurate records and document customer service actions and discussions;
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment;
• Keep ahead of industry’s developments and apply best practices to areas of improvement;
• Control resources and utilise assets to achieve qualitative and quantitative targets;
• Maintain an orderly workflow according to priorities;
• Handle customer complaints or any major incidents, such as a security issue or a customer being taken ill;
• Issue refunds or compensation to customers;
• keep accurate records of discussions or correspondence with customers
• Analyse statistics or other data to determine the level of customer service your organisation is providing;
• Produce written information for customers, often involving the use of computer packages and software;
• Write reports and analyse the customer service that organisation provides;
• Develop feedback or complaints procedures for customers to use;
• Make sure that the needs of customers are being met or exceeded;
• Finding ways to measure customer satisfaction and improve services.

Key Skills involves:

· Proven working experience as a Customer Service Manager;

· Experience in providing customer service support;

· Excellent knowledge of management methods and techniques;

· Strong leadership skills to work with people within the organisation with different skills;

· Proficiency in English and other languages;

· Working knowledge of customer service software, databases and tools;

· Awareness of industry’s latest technology trends and applications;

· Ability to think strategically and to lead;

· Strong client-facing and communication skills;

· Advanced troubleshooting and multi-tasking skills;

· Customer service orientation;

• Managing a team of customer service staff;
• Handling face-to-face enquiries from customers;
• Dealing with customers who are upset or angry may be stressful;
• Communication and Excellent IT skills;
• Creative thinking, to be able to come up with new ideas to improve customer service standards.

Job Type: Full-time

Salary: £27,000.00-£29,000.00 per year

Benefits:

• Flexitime
• Sick pay
• UK visa sponsorship

Flexible Language Requirement:

• English not required

Schedule:

• Flexitime
• Monday to Friday
• Overtime

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service (preferred)

Work Location: In person

Application deadline: 26/06/2023
Expected start date: 03/07/2023