Customer Services Manager
Descrição da empresa
Farfetch is an innovative e-commerce company that brings the world's best fashion boutiques to an international audience. Launched in October 2008, Farfetch is rapidly growing into a truly global company. Our family now includes more than 1000 talented people and 400 independent boutiques across Europe, North and South America, Asia, and offices in London, New York, LA, Porto, Guimarães, São Paulo, Tokyo, Shanghai, Moscow and Hong Kong.
Descrição do cargo
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.