Customer Care Supervisor - Kenny Recruit : Job Details

Kenny Recruit have partnered with an ecommerce client of theirs to find a Customer Care Supervisor. Our client is a fast-growing business who sell their products and brands on their own website, other marketplaces as well as partnering with online and high street retailers. The Customer Care Team are not only the point of contact for anyone with a question, a complaint or some feedback, but they’re responsible for ensuring an exceptional experience for all the customers, full stop. That might be in sending a carefully written email, arranging a replacement product, or carefully putting together online help centres to allow customers to find the answers to their questions themselves. As the Customer Care Supervisor, you will give support to the Customer Care Manager in overseeing the team during the day to day, with a hands-on approach and the ability to lead by example. Previous experience as a Supervisor with ecommerce experience is needed to be successful in this role.

Pay:£30,000 - £35,000 per annum (dependent on experience) + benefits Location: London (3 days in the office)Working hours: 9:00am - 6.00pm

Key Responsibilities:

• Supporting the Customer Care Manager with the day-to-day management of the Customer Care Team, ensuring high levels of productivity, quality, and continuous training.
• Responding to tickets alongside the team, with a focus on managing escalations and difficult cases.
• Managing, gathering and reporting on customer data to provide other departments with customer and product insights to ensure continuous business improvements.
• Onboarding and training of new team members.
• Managing the internal customer care knowledge base, ensuring this is always up to date.
• Liaising with other internal teams to problem solve and resolve customer issues.

Requirements:

• Over 2 years of experience as a Senior Advisor or a Supervisor within a Customer Service department.
• A 'people’ person: you’re empathetic with your team and customers and have excellent communication skills, both written and verbal.
• A high level of attention to detail when answering customer tickets and reviewing team responses to maintain quality and consistency.
• Experience managing complex customer queries and escalations.
• Experience using a Helpdesk such as Zendesk or Gorgias.
• Experience of working within ecommerce

Next Steps…Shortlisted candidates will obviously be contacted for this specific role and if you haven’t heard from us within a week, please assume you have been unsuccessful on this occasion. We'd love to give feedback to every applicant but due to the sheer volume of applications we receive, unfortunately this just isn't possible.We will keep your CV on file to contact you with regards to future roles and any other advice to help you. Alternatively, feel free to contact us for a chat.