Customer Service Manager

If you live and breath customer service, and are like a dog with a bone in your pursuit of100% customer satisfaction, we want to hear from you.

Recruiting a Customer Service Manager to oversee the daily operations of thecustomer service department.

The role will include:

• Processing and packing all website orders.
• Stock control: Liaising with our 14 stores on a daily basis.
• Developing quality control procedures.
• Managing telephone, email and web-chat enquiries.
• Managing all customer enquiries with a view to upselling and offering alternatives
• wherever possible.
• Managing TrustPilot reviews and responses. Setting and achieving customer
• satisfaction targets.
• Creating customer loyalty programs to increase revenue and improve client retention
• Handling customer returns, refunds and complaints, with the ability to stay calm at all times.
• Onboarding your colleagues to adopt a 'customer first’ policy across all brands, establishing customer service policies and procedures.

Ideally you will have a minimum one year’s experience in a web-based customer service role,preferably within the Shopify e-commerce system, and with experience of using stockdatabases.

FJewellery Limited is a fast growing jewellery company. In 2024 we have seen our turnovergrow by 65% and we have exciting plans for our four distinct jewellery brands, whichcurrently span 13 brick and mortar stores across the UK, with a flagship store in CentralLondon.

You will be stress free, positive minded, have the diligence to manage stock accountingsystems, be 100% customer orientated, and be eager to please.

You will be working with a small, close-knit team, in our Head Office in Holborn, London.