Customer & Community Manager

Parade World ,
London, Greater London
More Details
Job Type: Full-time
Contract Type: Permanent
Salary: 25000 per annum

Overview

Who We Are We are an eCommerce platform (www.paradeworld.com) that brings together the world’s best skateboard stores, independent fashion brands and creatives to an international audience of skateboarders and streetwear customers. We are founded by two experienced execs who have worked at Burberry, adidas, Apple, Skype to name a few. The world of fashion is changing and it’s one where the future is increasingly democratized, where it’s never been easier to start your own store or brand and to reach global audiences. This environment is producing thousands of unknown brands that have a chance of becoming tomorrow’s $bn fashion businesses and we believe the best will have a strong sense of identity, enriched in art, music, and culture. We want to create an exciting environment for these businesses to thrive and to become the platform of choice when they look to grow. Parade launched its UK website in February 2019 the US store followed late summer. We are rapidly growing both in terms of revenue and awareness and it’s for this reason we seek an experienced Customer Service Manager to accelerate our growth. We are a company with great ambition, a strong vision and a committed, yet small team, who have quit their successful careers to back this moonshot idea. Come and join the crazy ones. Key Responsibilities You will deliver a best in class customer experience. Being part of the Customer Service team you are front and centre of the customer experience, connecting across the Parade community to fulfil every customer need. You will be as helpful as possible by taking ownership of each customer journey, resolving cases through accurate, appropriate and personalised solutions that enhance our net promoter score (NPS). By demonstrating a passion for the brand and expert product knowledge, you will encourage customers to connect with Parade, our mission and to communicate the seller community and its richness. You will use your empathy and intuition to anticipate and understand customers’ needs, persevering to resolve service or product-related issues with specialist after-sales care and attention. You will be an enthusiastic advocate for Parade, using your passion and knowledge to cultivate relationships that enhance brand loyalty and actively contribute to increased sales revenue. You will be an expert in dealing with customers via phone, live chat, and email dialogue, this will include direct contact from customers and sellers globally. You will contribute towards the efficient running of the customer service department and play a key role in setting new standards and achieving the contact centre service level targets. You will ensure to operate in accordance with Parade’s policies and processes, in line with Company procedures and data protection. Who you are Eager to join a small business with a big vision. Possess a genuine passion for delivering world-class customer service. You see customer service as a means to grow the business and its NPS, and less about retrospective troubleshooting. You absolutely believe in high-touch customer engagement regardless of company size and get a kick from delivering amazing customer experiences. Demonstrable experience in front line customer service role, ideally within Contact Centre or Retail environment Able to work collaboratively Excellent verbal and written communication skills Strong problem-solving capability Team player (no “masters of the whiteboard, worse at the keyboard” please) Robust and confident Organised and able to multi-task Be available to work flexible shifts Demonstrates initiative through proactive approach Demonstrates a positive attitude  

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