Folli Follie Group is a leading global forcein the fashion world, operating in 30 countries. Due to our continued expansion,we seek to recruit:
CUSTOMER SERVICE MANAGER
Role Overview
The Role of a Customer Service Manager is to supervise the CS team and manage all core responsibility areas i.e. order receipt, invoicing, returns and claims handling for all Business Units – Jewellery, Fashion, Cosmetics.
Key Responsibility Areas
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Improve customer service experience, create engagedcustomers and facilitate organic growth in all market channels – “bricks andmortar” and electronic
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Take ownership of customers issues and follow problemsthrough to resolution
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Set a clear mission and deploy strategies focused towards that mission
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Improve customer service quality by developing service procedures, policies and standards
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Analyze statistics and compile accurate reports
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Mentor and develop customer service agents in line with organization’s main strategic objectives
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Control resources and utilize assets to achieve qualitative and quantitative targets
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Adhere to and manage the approved budget Qualifications & Skills · Bachelor degree in Business Administration or relatedfield
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Proven working experience as a customer servicemanager in the retail or FMCG industry
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Excellent knowledge of MS Office especially Excel
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Excellent knowledge of English language
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Working knowledge of customer service software,databases and tools
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Ability to think strategically and to lead
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Strong communication skills
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Advanced troubleshooting and multi-tasking skills
Qualifications & Skills
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Bachelor degree in Business Administration or relatedfield
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Proven working experience as a customer servicemanager in the retail or FMCG industry
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Excellent knowledge of MS Office especially Excel
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Excellent knowledge of English language
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Working knowledge of customer service software,databases and tools
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Ability to think strategically and to lead
-
Strong communication skills
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Advanced troubleshooting and multi-tasking skills
