Customer Service Manager (E-Commerce) - London

London, London, United Kingdom
Full Time
4
Entry Level

Founded in 2014, Linjer is a luxury jewelry and accessories company with a goal of making it easier for people to invest in long-lasting, quality products. Over the past few years, we have grown massively from a small Hong Kong based startup to a global team, and are entering the next phase of our explosive growth this year. 

We are seeking a Customer Service Manager (E-Commerce) to help us deliver excellent, high-touch service to our customers by overseeing quality assurance across our growing team, training new team members, being a point of escalation for complex tickets, overseeing the establishment of new processes, and handling tickets. This is a full-time role based in London.

What You’ll Do

  • Learn all of our customer care processes inside and out 
  • Conduct quality assurance for team members to support development and growth
  • Onboard new team members
  • Handle and manage tickets via email/other platforms - especially escalated tickets
  • Manage our content database and documentation
  • Analyze trends in customer issues to highlight important themes in customer feedback to reduce the number of inbound inquiries
  • Interact with our fulfillment warehouse to ensure timely and efficient delivery of orders
  • Frequent reporting to monitor the performance of the team and plan resources

Who You Are

  • You have excellent written English
  • You have excellent judgement
  • You're very organized and a great communicator
  • You’re thorough and detail-oriented
  • You love to help people
  • You're coachable and dedicated to continuous personal improvement
  • You’re tech literate and can learn new software with ease
  • You’re passionate about our brand and about what we do

Even better:

  • Fluency in other languages

We are not able to sponsor visas for this position.

 

What You Can Expect

  • Responsibilities from Day 1. Be the owner of your own learning curve. The possibilities are limitless and depend on you
  • Work in a very dynamic environment and be part of an international team
  • Personal development opportunities with the CEO 
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