Customer Operations Supervisor

Diamond Search Recruitment are delighted to be  representing our client, an exciting and growing e-commerce business, recruiting for a Customer Operations Supervisor . 

Role Purpose

This role supports the sales, customer services and order management, within the company, ensuring all customers and their orders are dealt with by the team in a timely manner whilst delivering  excellent customer services. Overseeing the teams KPI's and objectives and getting involved in all the daily duties. Reporting directly into the Managing Director.

Accountabilities

• Supervise and co-ordinate and participate in all departmental duties
• Review daily , weekly and monthly reports against departments KPI's and feedback to the Managing Director
• Conduct regular briefings with the team against set KPI's celebrating successes
• Audit tickets, chats and calls on a daily basis and intervene when required
• Support staff on matters outside their scope or competence
• Proficient in completing the sales processes take telephone sales orders and place through the back office
• Assist with training new starters
• Achieving Sales targets
• Be main point of escalation for all complaints received by the customer operations team

Skills Required

• Excellent IT skills and knowledge of E-commerce
• Experience of Hubspot, CRM/Tickets management essential
• Excellent interpersonal and communication skills
• Have the ability to coach and support staff whilst implementing knowledge and processes
• Excellent planning and organisational skills
• Have a can do attitude and the confidence to implement new processes
• Time management skills and the ability to prioritise effectively and delegate when appropriate
• Customer centric and understanding of the customer journey
• Self motivated and disciplined

Apply today!

Diamond Search Recruitment is acting as an Employment Agency in regard to this vacancy