Customer Service Manager

Wolverhampton, England, United Kingdom

12/20/2024

About The Role

The eCcommerce Customer Service Manager is responsible for overseeing customer support operations across multiple channels. email, telephone, and web chat channels. Leveraging Zendesk, they will ensure that the team delivers fast, accurate, and empathetic responses to customer inquiries while maintaining high satisfaction levels. This role involves leading a customer service team, monitoring workflows, optimising processes, and identifying opportunities to enhance the overall eCommerce customer experience.

Key Responsibilities

• Multichannel Customer Support Management:
• Manage and optimise customer interactions across email, phone, and web chat channels, ensuring seamless and efficient responses.
• Oversee team performance on each channel to ensure consistent service quality and adherence to response time SLAs.
• Zendesk Administration:
• Set up and maintain Zendesk workflows, including ticketing rules, automations, and escalations.
• Generate and analyse Zendesk reports to identify trends in customer inquiries and agent performance.
• Team Leadership:
• Manage a team of customer service representatives.
• Conduct regular training sessions to enhance skills in email, telephone, and web chat communication.
• Provide ongoing feedback, performance evaluations, and professional development opportunities.
• Customer Issue Resolution:
• Handle escalated inquiries or complaints across all channels, ensuring timely and satisfactory resolutions.
• Collaborate with internal teams, including logistics, IT, and product departments, to resolve complex customer issues.
• Monitor customer feedback to identify recurring pain points and work on long-term solutions.
• Performance Analysis and Reporting:
• Track and report on key performance indicators (KPIs) such as ticket volume, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Use insights from Zendesk data to recommend and implement process improvements.
• Present findings and improvement plans to senior management regularly.
• Customer Experience Enhancement:
• Develop and refine customer service policies, including return, refund, and shipping procedures.
• Continuously seek ways to improve the customer experience by integrating new tools or features into service workflows.
• Implement proactive strategies to address customer concerns before they escalate.
• Compliance and Best Practices:
• Ensure compliance with data privacy regulations such as GDPR and CCPA in handling customer information.
• Stay up-to-date on industry trends in eCommerce and customer service to implement best practices.
  
  

Qualifications

About You

Experience

• Minimum of 3-5 years in a customer service leadership role, ideally in an eCommerce environment.
• Hands-on experience with Zendesk is required, including configuration and reporting capabilities.
• Proven track record managing email, telephone, and web chat channels effectively.
• Experience scaling up a customer service department
  
  

Skills

• Strong organisational and multitasking abilities to manage high-volume customer inquiries.
• Excellent written and verbal communication skills tailored for multichannel communication.
• Analytical skills with experience in data-driven decision-making using Zendesk and other tools.
• Leadership qualities to inspire and manage a team effectively.
  
  

About Us

GSF Car Parts is one of the UK’s leading automotive parts distributors, supplying thousands of independent garages throughout the UK and Ireland with parts, tools, garage equipment and specialist training. The group has over 175 branches nationwide and a turnover exceeding £475 million. Built on the heritage and success of a dozen local brand identities acquired over several years, we have traded as one brand since November 2021. Our branch network is bolstered by centralised support and expertise from specialist departments in key areas such as procurement and supply chain, marketing and national accounts. The business also benefits from integrated IT systems, which include our industry leading catalogue system, Allicat, and access to the Group's national garage programme, Servicesure.

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