Customer Service Manager

Position Overview

The Customer Service Manager will lead our customer service team in delivering exceptional service experiences to our customers, ensuring they feel valued and connected to the Milano Di Rouge brand. This role is crucial for maintaining and enhancing customer satisfaction and loyalty through effective communication, problem resolution, and team leadership.

Key Responsibilities:

• Lead the customer service team by example, providing training, guidance, and support to ensure they are equipped to deliver outstanding service.
• Develop and implement strategies to enhance the overall customer experience, ensuring consistent, high-quality interactions at every touchpoint.
• Handle complex customer service issues, providing solutions that align with the brand's values while ensuring customer satisfaction and loyalty.
• Track and analyze customer service performance against key metrics, identifying areas for improvement and implementing strategies to enhance service levels.
• Foster a strong communication line between the customer service team and other departments, ensuring that customer insights inform business decisions.
• Review and update customer service policies and procedures to adapt to changing customer needs and business goals.
• Oversee the selection and implementation of customer service tools and technology to improve efficiency and the quality of customer interactions.

Qualifications:

• Bachelor's degree in Business Administration, Communication, or a related field.
• 3+ years of experience in customer service management, preferably in the fashion or luxury retail sector.
• Proven track record of leading a customer service team to achieve exceptional performance.
• Strong problem-solving skills and the ability to make quick, effective decisions.
• Excellent verbal and written communication skills.
• Deep understanding of customer service tools, practices, and technologies.
• Empathy and a genuine desire to solve customer issues and enhance their experience with the brand.