Customer Service Manager – ‘Soigneur’
A little bit about us…
At J.Laverack we pride ourselves on an unswerving commitment to perfection. For 5 years we have tirelessly developed our range of bespoke titanium bicycles, every single one handcrafted to the highest standards. As our brand continues to grow an exciting opportunity has arisen for a talented individual to join our team.
This is an excellent opportunity for an individual who is passionate about customer experience and lifecycle management, with a strong drive and desire to deliver at an operational level.
You are a dynamic individual with a positive can-do attitude, and a passion for cycling. You are keen to join a small friendly team where we often work together to achieve a common goal to make a difference and help grow the business.
About the role:
As the customer service champion you will be responsible for managing the customer journey for J.Laverack and ÆRA from point of order, to post product delivery and establishing longer term engagement to deepen customer relationships and loyalty.
Customer satisfaction across all touchpoints is paramount, so you will also be responsible for ensuring that customer communications are on brand and that core KPI’s are met to drive an exceptional customer experience.
Your tasks and responsibilities:
Be the single point of contact for all customer communications, acting as a personal ‘Soigneur’ with a focus on assisting customers with information and advice.
Respond to customer questions and requests with care and in a timely manner, ensuring alignment to our brand values and tone of voice.
Proactively liaise with customers providing updates and information on order progression.
Investigate and resolve queries and handle customer concerns with care.
Contact customers after receipt of their product to get feedback on the experience as well as the product.
Work collaboratively with the wider team to ensure they understand how their role can improve the customer experience, sharing customer reviews and performance metrics and driving a shared accountability in creating an exceptional customer experience.
Organise J.Laverack events and customer rides.
Ensure that key customer service metrics are achieved.
Support the wider team with ad hoc tasks as and when required; this may also include attending industry events and shows.
You’ll aim to achieve:
Ensure a seamless customer experience journey for J.Laverack and ÆRA
Deliver against agreed KPI’s making clear recommendations for improvement.
Create a 360 feedback loop to engage the broader team with customer experience and encourage ideas to deliver a first class and consistent customer journey.
Your knowledge and experience:
Highly personable with a can do attitude.
Strong communication and team working skills.
Experience of Customer experience and lifecycle management in a similar role.
Highly organised with the ability to multitask.
Experience of organising and managing events.
Strong influencing and persuasion skills.
Demonstratable experience in collecting and managing customer feedback and turning this into actionable recommendations for improved customer service.
Experience of delivering against KPIs.
As we are a customer facing business a uniform will be provided.
There may be a requirement to work some Saturday’s.
– To apply please send a copy of your CV along with a covering letter to firstname.lastname@example.org