Dweet logo
Find TalentFind WorkLog In

Fashion forward transportation brand

Head of Customer Service

Freelance/Temporary

Flexible in London, UK

A cutting-edge lifestyle company is experiencing rapid growth, so they are looking for a Head of Customer Service. They are a small team of dedicated people with the drive and willpower to take this company to the next level...and beyond. Apply to join them in their exciting adventure!

Level

Manager

Skills

Customer Service Management (Advanced)

Customer Service Operations (Advanced)

Customer Service Training (Advanced)

Customer Support (Advanced)

Gmail (Advanced)

Office 365 (Advanced)

Team Management (Advanced)

Languages

English (Fluent)

About the position

As the Head of Customer Service, you will be managing our front-line correspondents, making sure that our

customer service always delivers outstanding support.

• Responsibilities of the team leader include daily frontline interaction with our customers

through email. Help with everything from orders to simple technical questions - and everything

in between. Test and implement interactions through chat and phone.

• Monitoring/managing / improving our Trustpilot page and raising customer satisfaction levels.

• Performing daily ticket trendspotting, ticket quality audit and looking for active solutions.

• Develop and manage customer service agents by monitoring productivity, quality and

adherence using KPIs. Creating reports to represent customer service efficiency to the

company.

• Communicating with Logistics, Supply chain, E-commerce, Finance and other departments in

order to improve CS workflow and align the processes.

• Suggesting new procedures and creating SOPs to improve customer service workflow.

• Advising agents on complicated cases and resolving escalated customer issues.

• Onboarding new team members, advising less experienced agents.


We seek the following qualifications:

• Experience delivering excellent customer service, both verbally and written.

• Experience in Customer Support Team leader position is a PLUS

• Critical thinking, ability to make decisions independently, responsibility to coordinate decisions

with all departments.

• English proficiency (additional languages a PLUS)

• Basic skills in Word, Excel, and G-mail

• Experience in working with Customer Relationship Management systems preferably Zendesk

• SoMe (social media) savvy is a plus.

• Willingness to learn, combined with a strong can-do start-up attitude

• Able to perform under pressure and find ways how to motivate the team.

The Company offers:

• A fun, dynamic, working environment

• A safe, open environment for voicing ideas/thoughts

• Remote work possible 

Level

Manager

Skills

Customer Service Management (Advanced)

Customer Service Operations (Advanced)

Customer Service Training (Advanced)

Customer Support (Advanced)

Gmail (Advanced)

Office 365 (Advanced)

Team Management (Advanced)

Languages

English (Fluent)

A cutting-edge lifestyle company is experiencing rapid growth, so they are looking for a Head of Customer Service. They are a small team of dedicated people with the drive and willpower to take this company to the next level...and beyond. Apply to join them in their exciting adventure!

About the position

As the Head of Customer Service, you will be managing our front-line correspondents, making sure that our

customer service always delivers outstanding support.

• Responsibilities of the team leader include daily frontline interaction with our customers

through email. Help with everything from orders to simple technical questions - and everything

in between. Test and implement interactions through chat and phone.

• Monitoring/managing / improving our Trustpilot page and raising customer satisfaction levels.

• Performing daily ticket trendspotting, ticket quality audit and looking for active solutions.

• Develop and manage customer service agents by monitoring productivity, quality and

adherence using KPIs. Creating reports to represent customer service efficiency to the

company.

• Communicating with Logistics, Supply chain, E-commerce, Finance and other departments in

order to improve CS workflow and align the processes.

• Suggesting new procedures and creating SOPs to improve customer service workflow.

• Advising agents on complicated cases and resolving escalated customer issues.

• Onboarding new team members, advising less experienced agents.


We seek the following qualifications:

• Experience delivering excellent customer service, both verbally and written.

• Experience in Customer Support Team leader position is a PLUS

• Critical thinking, ability to make decisions independently, responsibility to coordinate decisions

with all departments.

• English proficiency (additional languages a PLUS)

• Basic skills in Word, Excel, and G-mail

• Experience in working with Customer Relationship Management systems preferably Zendesk

• SoMe (social media) savvy is a plus.

• Willingness to learn, combined with a strong can-do start-up attitude

• Able to perform under pressure and find ways how to motivate the team.

The Company offers:

• A fun, dynamic, working environment

• A safe, open environment for voicing ideas/thoughts

• Remote work possible 

Join 20,000+ experts on the only talent platform exclusively for fashion & luxury

* All talent characters appearing on our marketing website are fictitious to protect the privacy of our community. Whilst representative of the talent on Dweet, any likeness to real persons is purely coincidental.

© 2023 Dweet LTD. All rights reserved.