Customer Service Manager

Monocle has a unique opportunity for a customer-service manager to join our team in London’s Marylebone. More than just the point of contact for our subscribers and web shoppers, you will be a brand ambassador for Monocle, exceeding customer expectations in terms of communication, responsiveness and a proactive approach. You will lead a team of two.

Key responsibilities:

  • Leading the customer-service team, you will ensure that we deliver consistently excellent customer service across email and telephone.
  • Make sure all customer issues are resolved in a timely manner.
  • Identify key areas of improvement and create a seamless experience.
  • Recruit, train and develop customer-service assistants.
  • Assist customers with buying subscriptions or products from our web shop, provide product information and promptly communicate information regarding orders.
  • Work to resolve issues raised by customers with regard to orders or returns.
  • Assist the finance department with customers’ security checks.
  • Maintain and promote a high level of service awareness at all times.
  • Develop and drive a global customer-retention scheme in line with available CRM tools and customer data.

Requirements:

  • Previous sales or customer-service experience (minimum two years), preferably in a premium environment. Undergraduate degree in hospitality desirable but not essential.
  • Excellent presentation and verbal and written communication skills.
  • Ability to lead and motivate a team and achieve results through influence and problem-solving; you will understand the needs of premium customers.
  • Flexible attitude and positive approach to change.
  • Energetic, self-motivated and proactive approach.

If this sounds like you and you would like to take a lead role in customer service for an ambitious and expanding media brand, please send us your CV and a covering letter outlining what you can bring to Monocle and how you think excellent customer service can drive business growth.

Contact

Martin Vigren
mv@monocle.com

Location

London

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