Our client is a fast-growing industry leader with a stellar lineup of iconic premium brands and high-performance national names. With a global presence across retail, online, and wholesale channels, they're making waves in the market and continuously expanding their reach.
The Role
We're looking for an experienced and dynamic Customer Service Leader to drive the success of a growing team. As a key player in the business, you'll be instrumental in enhancing the customer service experience, managing a high-performing team, and solving complex challenges. If you're ready to make an impact in a fast-paced, international environment, this is the perfect opportunity for you to showcase your leadership and problem-solving skills!
Key Responsibilities:
Lead, coach, and delegate to a team of 5-6 direct reports, ensuring exceptional customer service delivery at all times.
Handle escalations and develop your team to cultivate a high-performance culture.
Identify and implement solutions to streamline workflows, particularly during peak periods.
Oversee smooth onboarding for new accounts, ensuring processes and documentation are flawless.
Collaborate with international teams to scale customer service as the business grows.
Manage specialised customer needs, including custom labeling and specific order requests.
Improve and document systems and processes to ensure efficiency and clarity across teams.
Work across departments to clarify complex systems and align everyone with customer requirements and regional rules.
Ideal Candidate:
Proven track record in customer service leadership, ideally in a fast-paced wholesale or eCommerce environment.
Strong problem-solving abilities to handle complex situations with ease.
Excellent communicator with a passion for helping others and building positive relationships.
Experienced in managing teams, with a focus on training, development, and performance.
Ability to collaborate cross-functionally, particularly with sales, operations, and other teams.
Skilled in process improvement, documentation, and system implementation.
Benefits:
Be in the heart of fashion with the head office based in Alexandria, 2015.
Join a supportive, collaborative team with ample growth opportunities.
Competitive salary.
Flexible working arrangements: 2 days WFH per week.
Make a real impact as you help scale customer service operations.
