Customer Services Manager

Farfetch Ver Empresa

Não especificado
12º Ano

You will be responsible for a team of Customer Service Supervisors and Advisors and will work closely with the Head of Customer Service on strategy and execution to promote the highest level of service excellence.


  • Responsible for executing the global service strategy, ensuring SLAs are achieved;
  • Provide leadership for the team by inspiring them with the company’s service vision, setting clear objectives, and motivating them to deliver the best level of service;
  • Lead, coach and train the Customer Service Supervisors;
  • Assess daily/weekly service levels and quality of service; implement service improvement strategies;
  • Act as final point of escalation for team for customer or IT related issues;
  • Identify key areas of improvement and partner with global management team to implement tailored policies, procedures, technical improvements and training programs to address those areas;
  • Work with Real-Time Analyst to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks;
  • Provide weekly customer feedback report;
  • Manage customer related costs;
  • Work closely with global CS Managers to ensure consistency of service and productivity;
  • Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives;
  • Support the Customer Service Supervisors to recruit, train and develop Customer Service Representatives to ensure knowledge and skill-set growth;
  • Limited international travel may be required.

Key skills and experience

  • Proven leadership and management experience of a customer service team;
  • Solid e-commerce experience and knowledge;
  • Understanding of luxury fashion and brands is a plus;
  • Strong commercial acumen with the ability to pivot quickly according to business needs and to manage change with confidence;
  • Ability to work under pressure in a fast-paced environment;
  • Ability to manage and organize a team from a performance as well as development perspective;
  • Ability to make sound business decisions with a strong sense of urgency;
  • Ability to work across all levels within an organization with a collaborative approach
  • Passion for providing exceptional customer service to both internal and external customers
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed.

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