Multi-lingual E-Commerce Customer Service Manager Wanted

The Customer Manager is responsible for the planning, and implementation of activities of the Customer Service team to develop the Bemz service offer, meet customer demands, and convert contacts to sales.

Leading a multilingual team of 4 people, resolving worldwide enquiries, the Customer Service Manager is responsible for growing and developing the team to deliver continuous excellent service and sales for our customers.They are an advocate for keeping the customer at the heart of decision making across the Bemz organisation.

The position is based at the Bemz head office in Stockholm.

Role responsibilities:

 

  • Develop the Customer Service strategy and service office, to achieve the sales and service KPIs across all key markets
  • Managing multilingual team of 4 people working in Swedish, French, German, and English, including recruitment, training and development
  • Evaluate to efficiently meet customer demands, using all channels of contact (email, telephone, chat and social)
  • Analysis of trends to identify areas for improvement, and to increase the conversion of contact to sales in each communication channel
  • Generating ideas for improvement, developing business case and implementing
  • Build effective and efficient routines and processes to maximise the sales and service provided by the team towards the customer
  • Manage escalated enquiries/complaints with a high-level of responsiveness
  • Sharing customer insights with sales, marketing and production teams to improve knowledge and understanding of our customers by market
  • Proactively manage customer research, to gather insights and understanding of how our potential and existing customers perceive our offer/brand
  • Be an advocat in the organization for a customer centric culture and approach to decision making

 

Your experience & skills:

  • 5+ years of customer service experience at a consumer-facing or e-commerce company (ideally in a multi-lingual environment)
  • Prior experience managing and coaching a team
  • Exceptional writing, communication, and presentation skills
  • High level of comfort with quantitative data analysis, to support decision making
  • Experience of working with payment platforms, trouble shooting and developing efficient order management processes
  • Prior experience using Zendesk, and knowledgable in Google Analytics
  • Languages: Essential to be fluent in Swedish and English (both written and verbal), and preferable to also be fluent in French and/or German
  • University degree within a relevant subject to this role
  • A keen interest in home interiors and design is beneficial

 

How to apply:

To apply, submit your CV and personal letter outlining why you are the ideal candidate for this position. If you have questions about this vacancy, contact Annika Ewers (annika@bemz.com) 0707-688002.

Apply here.

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Multi-lingual E-Commerce Customer Service Manager Wanted The Customer Manager is responsible for the planning, and implementation of activities of the Customer Service team to develop the Bemz service offer, meet customer demands, and convert contacts to sales. Leading a multilingual team of 4 people, resolving worldwide enquiries, the Customer Service Manager...