100% fashion Staff with care

Customer Service Supervisor

Los Angeles, California 90017

Post Date: 04/23/2018 Job ID: 95038 Job Category: PIPELINE JOB

Title:Customer Service Supervisor

Company: Fashion E-commerce Retailer

Location:Los Angeles, CA (Downtown)

Reporting to the Customer Service Manager, you will be responsible for ensuring the highest levels of customer service delivered to both our customers and partners across every communication channel. You will be managing a team of Customer Service Advisors to ensure productivity and a consistent delivery of service excellence.

Responsibilities:

  • Set clear objectives for Customer Service Advisors and manage their quantitative and qualitative performance
  • Monitor real-time workload and queues/backlog across all channels; reallocate team as necessary
  • Act as point of escalation for team for customer complaint and IT related support resolution
  • Identify individual rep training needs, train/coach Customer Service Advisors and coordinate with Training team for continuous education
  • Manage team attendance and report any discrepancies to Work Force Manager
  • Lead daily Kaizen/continuous improvement efforts with team to ensure high level of service
  • Work closely with global CS Supervisors to ensure consistency of training and process

Key skills and experience:

  • Experience in customer service managing a team, preferably in a fashion retail environment;
  • Excellent verbal and written communication skills;
  • Ability to work under pressure in a fast-paced environment;
  • Ability to lead and motivate a team;
  • Self-motivated, confident and articulate;
  • Passion for fashion and a good understanding of fashion brands;
  • Proficient user of IT systems, both customer service specific and windows packages;
  • Strong listening skills;
  • Positive approach to change and can-do attitude to drive business results;
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed

Job Type: Full-time

 


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