This position is no longer open for applications

Castle Business Support are recruiting for an experienced Online Customer Service Team Leader to join our client based in Leeds.

• Do you have experience of managing an online customer service team?
• Do you have a passion for health and fitness and an understanding of fitness supplements?
• Do you have experience of coaching, mentoring and developing people?
• Are you familiar with Zen Desk and Magneto and the PayPal, Amex, Amazon and Word Pay resolution centres?
• Do you have a background in fitness and/or health and well-being?
• Are you talented, target-orientated, highly organised and ready for your next challenge?

If so, we want to hear from you!

This is an exciting time to join, build and manage a world class online customer service team. You will be more than capable of delivering excellent customer service, whilst leading a team which is focused on increasing sales and profitability. It is paramount that you have a good understanding of what frequently asked questions will be and have a solution to all of them and get them on the website to eliminate customer queries.  The customer query platforms are online based ONLY so it is key that you are familiar with the above and below platforms. You will be problem solving, leading, creating and delivering excellent online customer service within a very exciting, fast growing health and fitness supplements industry.

Your responsibilities will include:

• Building and leading the online customer service team whilst delivering exceptional customer service yourself
• Ensure the online customer service team is running to its full potential
• Give direction and encouragement to online customer service advisors to help them achieve their KPI’s
• Identify frequently asked questions and queries and place on the website to reduce customer query contact
• Working purely online, you and your world class team will be answering customer queries using ticket number through Zen Desk and Magneto
• Lead, mentor, train, motivate and excite your team to be the best they can be

Requirements:

• You MUST have a background in online customer service, IDEALLY within a similar industry
• You MUST have experience of leading, coaching, training and mentoring people
• You MUST be capable of delivering excellent customer service and smashing targets
• You MUST have excellent written skills, particularly punctuation and spelling with the ability to write at pace

• You MUST be able to work well under pressure with excellent problem-solving skills
• You MUST have excellent communication skills especially through online mediums
• You MUST be familiar with Zen Desk, Magneto and Kount or similar
• IDEALLY you will have experience of managing third party resolution centres, the staff and briefing out best practise and training documentation

 The Company

A purely digital marketing and traffic generation company who are focused on the health and fitness supplements market, predominately in the UK and the USA. Expanding rapidly, this is an exciting time to join this forward-thinking company.

The Benefits:

• Permanent, full-time position
• Salary up to £25K depending on skill set and experience
• Monday to Friday, 9-5pm with no weekend work
• An extremely exciting company to work for and the opportunity to build your own team
• Central location, just minutes away from Leeds train station

CONTACT: 

Kate Spivey on 01723 365432 or kate.spivey@castle-employment.co.uk