Customer Service Team Leader

The Customer Service Team Leader leads the team and is responsible for ensuring that customer queries are responded to in an accurate and timely manner, that all returns are processed in line with our returns policy and that the customers concerns are addressed and resolved with the view to ensure a repeat customer. This is a hands on leadership role working in our Burnley office.

Key Responsibilities:

• Lead the customer service team, ensuring that you lead by example and keep the team motivated to delivering exceptional service
• Accurately raise and process new orders via phone for B2C customers ensuring that all processes are followed.
• Provide an exceptional customer service experience via phone, chat (etc) and sales support.
• Keep records of all customer interactions and follow all customer service process and procedures.
• Adopt new technologies and leverage the Gorgias platform to maximise the tools available
• Manage new and existing orders in AP21.
• Process any returns as required, following the returns policy.

Skills & Experience:

• Experience in managing customer queries, F2F or online
• Intermediate computer literacy skills – Word, Excel
• Knowledge of Customer Management systems (preferred).
• Prior experience using AP21 or Gorgias (desirable)
• Ability to deal with and provide solutions for difficult customers
• Ability to set priorities and manage conflicting deadlines
• Strong written and verbal communication skills
• Ability to work in a team environment