• Full Time
  • London
  • 27/03/2424
  • Competitive

Website Veblen International

We are working with a well-established brand in the niche fragrance industry, seeking a Customer Services Manager to join their dynamic team.

Our client is a privately owned brand renowned for their unique fragrances and dedicated fan base spanning nearly two decades. Founded by fragrance experts, their team embodies an entrepreneurial spirit with a creative edge.

As the Customer Services Manager, you will lead a dedicated customer service team in providing top-tier support to our client’s valued customers globally. Based in Kentish Town, London, with the flexibility to work remotely, you’ll oversee operations, drive process improvements, and ensure customers receive nothing short of excellence.

Lead, coach, and mentor the customer service team to achieve high performance and satisfaction levels.
Manage day-to-day operations, resolving inquiries, and ensuring timely responses across all channels.
Establish and maintain service quality standards and performance metrics.
Continuously review and optimize customer service processes and procedures.
Implement CRM & CMS systems effectively, including Zendesk and Shopify, to streamline operations and enhance customer service.
Analyse customer feedback to drive improvements in products and services.
Collaborate cross-functionally to align customer service initiatives with business objectives.
Handle escalated customer issues with professionalism and urgency.
Prepare reports and analyses to track key metrics and inform decision-making.
Utilise performance reporting and analysis to identify areas for improvement and drive operational efficiencies.

Proven experience in customer service management, preferably in a customer-centric industry.
Strong leadership and people management skills.
Excellent communication and problem-solving abilities.
Proficiency in CRM & CMS systems, including Zendesk and Shopify.
Experience in process improvement methodologies.
Flexibility to adapt in a fast-paced environment.
Culturally sensitive with a can-do attitude.

If you are a natural leader who thrives on coaching and mentoring others, apply now!

To apply for this job email your details to kirsty@veblen-int.com.