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Customer Care Operations Manager

Posted: 16 Feb 2021 Closes: 18 Mar 2021
Hong Kong, Hong Kong, Hong Kong Competitive
Permanent & Full-time MTF_171C933757

Description

MATCHESFASHION is looking for an experienced Customer Care Operations Manager to support in leading the HK Customer Care team to deliver exceptional customer service. This position requires the individual to take ownership of their business area, monitor the Customer Care team activity and efficiency through tight KPIs management and processes, aid in the development and drive new Customer Care initiatives.

What you'll be doing
  • Take ownership and responsibility for the Operational Performance of the department by ensuring that key KPI's are achieved.
  • Support and Coach an International team of Senior Agents and Agents.
  • Use Operational Insights captured from Agents, Customers and our reporting to identify opportunities to improve the Operational Performance of the department and if necessary, influence upwards for proposition improvement at a Business level.
  • Help shape Weekly Ops Board reporting by providing commentary and analysis relating to the previous weeks results.
  • Shape development plans specific to each agent to keep them focused on delivering excellence in customer service and support their own personal growth.
  • Regularly monitoring performance of the team through qualitative and quantitative dashboards.
  • Develop relationships with key supporting teams internally including: Fraud team, IT, Social Media, Marketing and Retail so we can ensure efficiency and consistency across the business.
  • To represent Customer Care Management when handling legally privileged cases relating to payment, information and risk as well as supporting escalations promptly and swiftly, ensuring that action is taken to prevent any further underlying issues. You'll also support with any GDPR and Privacy cases.
  • Working in Partnership with our People Team on People related issues and ensuring Company processes are followed to support our people to success.
  • Ensuring that the Customer Care Operation has strong Leadership cover Monday to Sunday across the shift.
  • Driving and Championing Employee Engagement and Satisfaction across the Team as well as shaping initiatives in response to any DREAM BIG feedback.
  • Working in Partnership with our Customer Care Continuous Improvement Manager to impact assess any incoming change associated to your Operation and sign off for business readiness
  • Be present and vocal at every opportunity to ensure that our Customers (and Team) are championed every step of the way.
  • Hold regular 121's and Team meetings to ensure that the Team feel connected and supported
  • Manage team workflow and support with recruitment.
  • Any other duties as reasonably requested.


Requirements

  • Strong communication and process focus and the ability to prioritise tasks accordingly.
  • Experience working in international eCommerce. Multilingual sites are a plus, fashion is preferable.
  • Experience of offering high quality Customer Care
  • Experience with Salesforce and NewVoiceMedia beneficial - any other CRM and Call Centre Software a must.
  • Pragmatic and results-focused.
  • Data driven, customer focused, proactive, creative and innovative.
  • Able to work well independently and within a team; good communication skills with a "can do" attitude toward problem solving.
  • All applicants must hold the right to work in Hong Kong.
  • Working hours : 37.5 hours per week (including weekends & Public Holidays)

MATCHESFASHION

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