Customer Operations Supervisor

Diamond Search Recruitment; Folkestone; On-site; GBP 30,000 - 40,000; Full time

Job summary

A dynamic recruitment agency is seeking a Customer Operations Supervisor to oversee and support the sales and customer service teams. This role involves supervising departmental duties, managing KPIs, and ensuring excellent customer service. Candidates should possess strong IT skills, experience with CRM systems, and exceptional communication abilities. Join a growing e-commerce business and make a difference in customer operations.

Qualifications

• Strong proficiency in IT and E-commerce systems.
• Proven experience in ticket management and CRM systems.
• Exceptional interpersonal and communication skills.

Responsibilities

• Supervise and coordinate all departmental duties.
• Review departmental KPI reports and feedback to management.
• Conduct team briefings focusing on KPI achievements.
• Audit customer interactions and provide necessary interventions.
• Support staff on complex issues.
• Assist in training new team members.
• Achieve sales targets.
• Be the main point of escalation for customer complaints.

Skills

Excellent IT skills

Knowledge of E-commerce

Experience with Hubspot

CRM/Tickets management

Excellent interpersonal skills

Excellent communication skills

Job description

About the job Customer Operations Supervisor

Diamond Search Recruitment are delighted to be representing our client, an exciting and growing e-commerce business, recruiting for a Customer Operations Supervisor.

Role Purpose

This role supports the sales, customer services and order management, within the company, ensuring all customers and their orders are dealt with by the team in a timely manner whilst delivering excellent customer services. Overseeing the teams KPI's and objectives and getting involved in all the daily duties. Reporting directly into the Managing Director.

Accountabilities

• Supervise and co-ordinate and participate in all departmental duties
• Review daily , weekly and monthly reports against departments KPI's and feedback to the Managing Director
• Conduct regular briefings with the team against set KPI's celebrating successes
• Audit tickets, chats and calls on a daily basis and intervene when required
• Support staff on matters outside their scope or competence
• Proficient in completing the sales processes take telephone sales orders and place through the back office
• Assist with training new starters
• Achieving Sales targets
• Be main point of escalation for all complaints received by the customer operations team

Skills Required

• Excellent IT skills and knowledge of E-commerce
• Experience of Hubspot, CRM/Tickets management essential
• Excellent interpersonal and communication skills

Apply today!

Diamond Search Recruitment is acting as an Employment Agency in regard to this vacancy