Job Description
We are recruiting a Customer Care Manager to join a fantastic luxury watch brand. You will be responsible for overseeing and managing the UK customer care department aswell a team of technicians.
This role is based in London 4 days a week with 1 day visiting the Southampton office.
Main responsibilities will include:
- To effectively manage CC inboxes, MS Dynamics and workflow, always remaining adaptable in order to adhere to Service Level Agreements within the Customer Service Department
- To manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner
- Drive and maintain efficient workflow and communication at all levels
- Motivate and inspire retail networks to follow company guidelines
- Spare parts stock management in retail workshops
- Arrange CC and technical training within retail as necessary
- Development and maintaining relationships with partners
- Support brand activities with watchmaking courses
- Support with CIS, CBR and SAP aCSiS related matters
- Ensure corporate retail workshops adhering to SSPD, Brand and H&S standards
- Brand support and guidance of technical and admin departments
- Direct management of escalated complaints and VIP
- Feedback of work and quality from HQ, asking for services to be accelerated, monthly catch-up meetings and technical support
- Feedback regarding EXTRANET content, arranging training and courses for Boutique technicians
- To ensure accurate data recording within the teams
Person specifications:
- Strong experience within customer care and management.
- Excellent leadership, team management and communication skills.
- Computer literate and experience of SAP.
- Remote management.
- Excellent attention to detail and the ability to manage your priorities in line with business needs.
- Strong communication skills in dealing with customers and an open customer-oriented approach.
