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Customer Experience Team Leader
 
Title: Customer Experience Team Leader
Category: Wholesale / Reselling Sales
Job type: Permanent
Job status: Full Time
Salary: £28,000.00 - £30,000.00
Salary per: annum
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Description:
Do you have a love for interiors and a passion for Customer Service? are looking for an ambitious Customer Experience Team Leader to join our team.

LuxDeco is the leading online destination to discover & shop luxury interiors. Our innovative curation of exclusive & beautiful interior pieces from around the world, personal shopping, and inspiring editorial are revolutionising the way people shop for the home.

Fulfilling a key role, the selected candidate will act as the first point of contact for our discerning customer base which requires a professional and friendly approach. Managing all touchpoints for LuxDeco’s customer base, offering essential support to ensure that the highest quality of service is offered from pre-purchase queries to aftercare assistance.

LuxDeco prides itself on providing an unparalleled service and the selected candidate will have a minimum of 1 years experience in a similar role. Although not essential, a background in the luxury interiors industry or for an e-commerce retailer is considered beneficial. Stellar organisational skills, fluency in english, computer literacy, impeccable telephone manners, as well as self motivation are essential characteristics. The candidate will also demonstrate a genuine passion for LuxDeco’s goals and values and contribute to the sense of unity within the company.

Requirements

Day to day management of team of 4 advisors Assigning workload throughout the team and making sure that they are completed in line with SLA's and quality Conduct daily team catch-ups & set team plans Act as point of escalation for all issues, in particular attention to VIP customers, providing consultation on any difficult issues On-boarding and training new team members Manage and motivate team to achieve the Monthly Sales Targets Working with Logistics, Finance, Merchandise and Buying departments to makes sure that Customer Experience requests are fulfilled and company processes are followed Managing holiday requests to ensure Customer Experience levels are maintained throughout the year Conduction monthly scoring reviews, to ensure that SLA and quality standards are maintained Rolling out any new process’ and systems that are implemented in the company Working in line with Finance to make sure that refunds are processed in a timely manner Log essential customer correspondence and provide monthly reporting Any other duties as reasonably requested. Knowledge of systems: Zendesk, Pipedrive, Xero, Shopify, Orderhive are not essential but beneficial Benefits

Bonus & stock option opportunity based on individual performance Career progression and development Annual salary/performance review Subsidised Fitness First gym membership Employee discount Great office culture & pleasant office environment Working hours will be 9 am to 6pm Monday to Friday however this may change as the business develops so flexibility would be appreciated.

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