Customer Service Manager

• Team Leadership:

• Lead, motivate, and inspire a team of customer service representatives.
• Foster a positive and collaborative team culture dedicated to delivering outstanding service.

• Performance Management:

• Track and analyze key metrics such as CSAT, NPS, FRT, AHT,SLA,ESAT,Customer Retention Rate,Escalation Rate and Resolution Rate to ensure high-quality service.
• Conduct regular performance reviews and provide constructive feedback for continuous improvement.

• Customer Issue Resolution:

• Oversee the timely and effective resolution of customer inquiries, concerns, and escalations.
• Handle escalated issues personally, ensuring swift and satisfactory resolutions.

• Training and Development:

• Develop and implement training programs to enhance the team's product knowledge and service skills.
• Stay updated on industry trends to ensure the team is well-equipped to address customer needs.

• Process Improvement:

• Identify opportunities for process improvements and efficiency gains in customer service operations.
• Implement strategies to streamline workflows and enhance the overall customer experience.

• Cross-Functional Collaboration:

• Collaborate closely with other departments, including marketing, sales, and logistics, to ensure a cohesive customer experience.
• Provide insights and feedback to improve products, services, and overall brand perception.

• Customer Feedback Analysis:

• Analyze customer feedback to identify trends, common issues, and areas for improvement.
• Implement strategies based on feedback to enhance customer satisfaction and loyalty.

• Quality Assurance:

• Implement and maintain quality assurance standards for customer interactions.
• Monitor customer service interactions to ensure adherence to brand guidelines and service excellence.

• Technology Integration:

• Stay informed about customer service technologies and tools, and integrate them to improve efficiency and communication.
• Leverage technology for data-driven decision-making and performance analysis.

• Emergency Response Planning:

• Develop and implement plans for handling high-volume periods, such as sales events or product launches.
• Ensure the team is prepared to handle increased customer inquiries during peak times.

• Reporting and Analysis:

• Generate and analyze reports on key performance metrics, presenting insights to senior management.
• Use data to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.

• Process Improvement:

• Identify opportunities for process improvement and implement strategies to enhance efficiency.

• Feedback Analysis:

• Analyze customer feedback to identify trends, areas for improvement, and opportunities for innovation.

• Strategic Planning:

• Contribute to the development and implementation of customer service strategies aligned with company goals.

• Bachelor's degree in Business, Fashion Merchandising, or a related field preferred.
• Proven experience in a customer service management role, preferably within the fashion industry.
• A strong understanding of current fashion trends, styles, and industry dynamics.
• Familiarity with the fashion retail landscape and an ability to align customer service strategies with industry best practices.
• Excellent written and verbal communication skills.
• Ability to convey the brand's voice effectively and maintain a positive and professional tone in customer interactions.
• Proven leadership and team management skills.
• Ability to inspire and lead a diverse team in a fast-paced and dynamic environment.
• Demonstrated commitment to delivering exceptional customer service and enhancing the overall customer experience.
• Understanding of the importance of customer satisfaction and loyalty in the fashion industry.
• Strong analytical and problem-solving skills.
• Ability to interpret and analyze key performance metrics to drive continuous improvement.
• Proficiency in using customer service software and tools.
• Familiarity with the integration of technology to enhance customer service operations.
• Ability to adapt to changing priorities and work collaboratively in a fast-paced environment.
• Flexibility to handle high-volume periods and effectively manage resources.
• Strong commitment to continuous improvement in customer service operations.
• Ability to collaborate effectively with cross-functional teams, including marketing, sales, and logistics.
• Experience providing insights and feedback to improve overall business processes.
• Experience in analyzing customer feedback to drive improvements in products, services, and customer interactions.
• Proactive approach to addressing customer concerns and preventing recurring issues.
• Collaborative and team-oriented mindset.
• Ability to work effectively with diverse personalities and contribute to a positive team culture.

Milano Di Rouge/Making Dreams Reality (MDR), LLC