CUSTOMER SERVICE MANAGER

The Purpose Driven Career Objectives of a Client Services / Account Management at KMC:

Figured'Art is a fast-growing brand specializing in DIY craft hobby products. Our mission is to inspire creativity and foster a love for arts and crafts in individuals across the globe. We offer a wide range of unique and innovative hobby products to help our customers bring their artistic visions to life such as paint by numbers, diamond painting, punch needle, pottery kits and other craft kits.

We sell through seven Figured'Art Shopify websites and on online marketplaces such as Amazon. Additionally, we have a strong B2B presence with over 2,000 retailers in Europe and the USA.

Our B2C orders are shipped from our local warehouses in Europe and USA as well as directly from China for made-to-order items.

To support our growth and commitment to excellent customer experience, we are looking for a dedicated and passionate Customer Service Manager to join our team.

To apply for Client Services / Account Management, you are excellent at:

As a Customer Service Manager, you will:

1.     Manage and lead a diverse team of customer service representatives responsible for handling customer inquiries across various channels, including Email, Facebook Messenger, Instagram, TikTok.

2.     Develop and implement customer service policies, procedures, and standards to ensure a consistent and high-quality customer experience across all communication channels.

3.     Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing strategies to achieve and exceed targets.

4.     Collaborate with internal departments (e.g., Marketing, Sales, IT) to develop strategies for improving customer engagement and retention.

5.     Coordinate with the teams responsible for each of the seven websites to ensure seamless communication and maintain a strong understanding of specific market requirements and customer expectations.

6.     Stay up-to-date with the latest trends in customer service and social media engagement, proactively recommending new tools or platforms to enhance the customer experience.

7.     Manage the Zendesk platform, ensuring efficient and effective use of its features to optimize customer service operations.

8. Conduct regular performance reviews, provide coaching and training to the customer service team, and create opportunities for professional development and growth.

Handle escalated customer issues, providing solutions that meet both company objectives and customer satisfaction.

Your Success Profile includes:

As previously mentioned