Customer Service Manager

iSmash ,
Holborn, London, Greater London
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"At iSmash our mission is to keep customers connected to the devices they love in order to create a world without #techstress" A career with iSmash is one that will see you working with people who do everything possible to build trust with our customers and each other. People who have a relentless obsession about the quality of our service and repairs. People who maintain simplicity in our actions, words and service to our customers. We're a business that gets things done by who people are rather than what their job title is. We think of clever ways to solve problems and improve what we offer our customers. We are driven by success and enjoy being trailblazers in our industry. If this sounds like you, then we'd be a great match. Check out the details of this exciting role with us below. Ultimately, to be successful in this role you will ensure that customer care is fully integrated between our retail teams and the support office and that everyone in the business is accountable for delivering outstanding customer service all the time. What will you be doing? (These are the specific things you will be doing on a day to day basis) At iSmash, we believe that everyone supports each other to achieve our mission, which means that the phrase "that's not my job" doesn't exist here, however specifically there's a few things that you'll be responsible for: * To be the main contact for Customer Service enquiries/complaints, responding to incoming enquiries and own finding resolutions that balance the customer's and our commercial needs by partnering with our Retail teams and Support Office. * Monitor and respond to the live chat function on the website with the goal to maximise conversion. * Day to day management of customer correspondence through social channels including Instagram, Twitter and Facebook, Google Reviews and TrustPilot. * Answering incoming telephone calls - general enquires, support, bookings, complaints. * Making outbound calls to engage new and existing customers. * Responding to incoming enquiries in accordance with agreed service levels. * Control the progressing and reporting of unresolved issues. * Identify and own the timeline for communicating to customers through our social media channels by partnering with the Marketing team. * Providing help and advice to customers regarding company services. * Carrying out sales/courtesy calls to rebook appointments. * Facilitate effective communication between all relevant departments and the retail teams. * Analysing statistics or other data to determine customer service levels. * Take accountability for recommending the approach and resolving customer enquiries and complaints. How will you help us grow? (Making us proactive through a departmental plan and a key set of actions) * Build and develop the plan for customer service throughout 2020 and beyond * To own the measuring and reporting or our customer service function. * Developing customer service procedures, policies and standards. * Identify, recommend and implement new systems and procedures to drive efficiency. What type of experience might you have? (These are things we'll look for in the recruitment process) * Have a proven track record of with in a customer focused role. * Proven experience of working in a role with responsibility for managing customer service and working with senior stakeholders. * Have experience and are comfortable working in a fast-paced business (start-up experience would be really helpful for you.) * High level of communication skills especially with written communication. * High attention to detail and a good degree of accuracy with the ability to pick up on minor errors. * Highly proficient in Microsoft Office packages in particular Teams, Sharepoint, Word and Excel. * Familiar with using social media channels to communicate with customers (Instagram, Twitter & Facebook specifically.) * Proven experience in influencing and negotiating decisions with multiple stakeholders. What do we offer? We offer the chance for you to connect with people, develop teams, solve technology stress for our customers and stay technical throughout your career with us. What we don't offer is lots of rules and processes, red tape or things that will hold you back, quite simply we're the place that allows you the freedom to help other people by doing the things you love. In addition there are some great benefits too: * Monthly bonus * 23 days holiday plus 8 days bank holidays. * Discounts on repairs and store purchases. * Earn additional days holiday. * Online and on the job training available. * Company pension. * Eyecare vouchers. * Area nights out / summer parties / Christmas parties If this doesn't sound like the place you want to be, we genuinely wish you all the best in your career search, if however you're excited by the opportunity to join a trailblazing technology business and you have the technical curiosity and great people skills we look for then apply now! Apply for this Job

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