Asia Team Customer Service Manager

☞ The Hut.com

View: 112

Update day: 11-06-2024

Location: Northwich North West

Category: Consulting / Customer Service IT - Software

Industry: Marketing Advertising Information Technology Services Retail

Position: Mid-Senior level

Job type: Full-time

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Job content

Description

THG Culture:

The Hut Group is one of the fastest growing online retailers on the planet. We’re an ideas-led tech company that’s always had a desire to break out of conventions. Ambition that has established us as a leader in the Beauty and Wellness spaces, and now we’re going beyond. Our culture is fast-paced and risk-taking, we like to move twice as fast as any normal person thinks is reasonable. Over a decade of building and growing brands in the Beauty and Wellness sectors, across over 140 markets. We specialise in creating brilliant digital brand experiences w ith our unique end-to-end approach to ecommerce, our THG Ingenuity enables brands to grow at scale while driving unrivalled value and continuous performance.

Our culture celebrates original thinkers, tech pioneers and skilled technologists. Our global success relies on more than 7,000 people and the fusion of skills, talent and ambition they bring from all around the world. Be supported by our in-house THG Medical & Wellbeing teams to keep you at your best.

We want you to reach your potential and we’ll do everything we can to help you get there. We’ll give you the freedom to manage your own professional development as well as the tools, advice and support you need to succeed. As a global powerhouse, pushing limits, breaking boundaries and making an impact is the norm. At THG, you’ll be part of this and more.

Role Summary

The Manager of Customer Service for our Asia team is an exciting role to drive customer excellence in a thriving, flourishing environment. The customer service team are responsible for a significant number of sites on a global scale, across a range of different divisions such as Beauty, Health, Food and Beverage and Entertainment. As a Manager of this department, it will be your responsibility to ensure the team is delivering their KPI’s, SLA’s and consistently working to improve overall performance, additionally the ideal candidate will build a great working relationship with THG Clients to build on brand specialism and provide the customers with an excellent journey.

We are looking for a candidate that has built and developed a customer function and is a people leader, someone who can lead, develop and motivate a well-established team. The Manager of Customer Service will help define and maintain the highest levels of customer services for all the above, working closely with leaders across the business to ensure customer satisfaction.
  • Lead a growing team of Customer Service Executives/Team Leaders Globally
  • Ensure customer service executives have appropriate assets, skills, training and support to deliver outstanding customer service to our growing customer base
  • Incentivising team members to maximize sales increasing group revenue
  • Proven results in sales and achieving set KPI’s
  • Exceptional interpersonal skills to collaborate with internal/external stakeholders
  • Have a keen eye for detail over metrics, processes and materials to support and promote excellence in this multi-located Customer Service Team
  • People Management responsibilities for team development, absence, monitoring, coaching, training, Employee relations and recruitment
  • Meeting targets set across the Customer Service Department
  • Striving for first time resolution
  • Highlighting areas of improvement for staff and departments
  • Workflow management
  • Monitoring and reporting on performance
Requirements

3 + years previous experience within a Customer Service environment is essential

Excellent People Skills

Excellent understanding of working towards targets

Competent with all of Microsoft office, key areas include: Excel, PowerPoint, Word

Confidence and ability to effectively handle difficult individuals

Demonstrate maturity in dealing and resolving conflict

Good understanding of HR and employee policies

Ability to recognise poor performance and to make suitable suggestions for improvements

Lead by example

Proactive and able to complete tasks within a specified timescale

Professional, positive and proactive attitude

Flexible and open to change

Excellent time management

Desire to succeed and progress

Benefits
  • Competitive salary
  • Experience in working in a fast-paced department
  • Career & ongoing development opportunities
  • Staff discounts on all THG brands
  • Company Bonus entitlement
  • Sales Commission bonus (role dependent)
  • Onsite doctor/barber
  • Onsite Physiotherapist
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Deadline: 26-07-2024

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