Senior Customer Service Manager Porto

Senior Customer Service Manager
Porto
Porto, Porto District, Portugal

Direct message the job poster from MIISTA

We are looking for a Senior Customer Service Manager to join our growing team to support one of our most important departments – E-Commerce. This position is offered on a permanent contract working in our office in Macieira de Sarnes.

We're dedicated to delivering the ultimate premium shopping experience to our most loyal clients around the globe and are always looking for ways to ensure the highest satisfaction levels.

Miista is a Creative first & Customer
- oriented company for which this role is a key part of our journey towards enhancing customer engagement across every touchpoint.

The ideal profile is someone with client development skills, excellent organisational skills, and knowledge of fashion and the Miista brand.

We are looking for someone excited about ensuring each customer interaction with our brand is true to our core values and the Miista’s tone of voice. We seek someone who is comfortable working and training a growing team in a
- paced environment with excellent communication skills.

Main Responsibilities:

• Coordinate our team of agents to provide exceptional global customer support through various channels such as emails, phone, and social media.
• Train and develop techniques to drive conversion through engaging with customers, suggestive selling, and sharing product knowledge.
• Design strategies to build customer relationships and ensure customer satisfaction is completed pre and
  - purchase.
• Work closely with other departments to ensure consistent customer service levels across the company.
• Resolve general customer enquiries and support
  - making throughout the
  - commerce conversion funnel.
• Lead and coordinate the team on weekly meetings and weekly and monthly reports according to the business targets and strategies.
• Supervise a protocol of answering all client enquiries in a highly professional manner, ensuring all queries are handled quickly and correctly.
• Keep up to date and organised with ongoing customer enquiries or complications.
• Coordinate the physical retail customer service experience and strategy combined with online policies.

Qualifications:

Minimum of 1-3 years in Retail and E-Commerce customer service.

Must have had physical retail experience with a premium fashion brand before moving to an E-Commerce customer service role.

Must have considerable experience working with
- profile clients and ensuring the satisfaction of the client journey. Preferably, you will have past exposure to luxury personal shopping or VIP sales.

Additional qualifications and skills preferred:

• Knowledge of Portuguese
• Strong organisational skills.
• Proactive, creative, and
  - starter.
• Garment making and textiles expertise.
• Excellent written and verbal communication skills.
• Proficiency with MS Office applications (Word & Excel) and knowledge of
  - based applications.
• A personable person who can work within a team and is
  - organized when working from home.
• Interested in fashion and trends in aesthetics and society at large.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Business Development, Customer Service, and Sales

Industries

Retail Apparel and Fashion