Role: Customer Support Executive
Location: Stretford, Manchester
Bound is looking for a Customer Support Executive who will be responsible for managing Customer Support directly for bound. This role will look after day to day operations of all Customer interactions. As a brand we value our community above all else. We are looking for someone who has a passion for excellent customer service & wants to make a customers journey as enjoyable as possible.
Over the last few years bound has seen exciting growth in the eCommerce space and as such our international community has grown significantly. We have customers from all around the world who deserve the best possible service from us.
What the role entails:
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Manage all customer interactions & queries for bound incl emails, direct messages & live chat.
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Work with the Operations team to push for continuous improvements of all our processes to ensure the customer journey is effective & efficient.
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Liaise with Warehouse & Operations to ensure logistics direct to customer are seamless.
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Report monthly on performance & overall efficiency- provide analytics for bound & identify bottle necks & areas we can improve.
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Track KPI’s week by week to ensure they are delivering on our SLA’s
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Partner with current platforms to ensure all processes are fit for purpose & improving where necessary.
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Work alongside our 3PL to manage the end-to-end customer journey.
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Work with the Operations team to manage relationships with couriers.
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Effective communication across the business. Managing the fast paced nature of life at a small, fast growing company.
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Partner with the Operations to to liaise & negotiate with couriers and delivery providers to get the best possible rates on delivery.
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Carry out regular audits of customer interactions ensuring the service provided is best in class.
What you will need:
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Deep routed passion for customer interaction & providing the best possible service for all.
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A wealth of experience in Customer service roles- preferably within online eCommerce brands or similar retailers.
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A strong technical background to manage all current systems/platforms and identify opportunities or needs to improve on current providers where necessary.
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To be an effective communicator- ensuring that customers are always kept in the loop to current enquiries
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Ability to collaborate with relevant departments to make sure they are always in the loop & abreast to any changes that might affect their day to day.
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A business-oriented approach & ability to identify areas of improvement and ways to save the business money within current operations.
If this role sounds like you, please email [email protected] with your CV and a Cover letter.