Head Of Customer Support
: Job Details :


Company : AUTONATIVE


Job Location : Chichester, England, gb


Posted on : 2021-04-05


Job Description :

Autonative is looking for an experienced CS leader to join them in their rapid growth journey as they expand their operations across Europe and the US.
Key tasks and responsibilities -               Lead our Customer Support and Order Management team by example in coordinating the daily order management and customer service for our clients’ eCommerce projects -               Manage our new outsourcing BPO partner -               Lead and manage Autonative client relationships, representing the Customer Support service -               Ensure a high level of quality in all customers communications, including both email and LiveChat functionality -               Conduct monthly 1:2:1s with all team members, and promote personal development -               Monitor KPIs and SLAs and report weekly to the leadership team -               Identify repetitive tasks and support the development of process automation -               Integrate Customer Service insights into the overall client business process (product data / customer experience / returns rates etc.
) -               Liaise with key stakeholders in other departments and ensure current trends and issues are communicated efficiently -               Take ownership of recruitment and training of new team members -               Have great interpersonal and motivational skills     Required Skills and Experience Functional/technical 10+ years of experience of running multi-language customer service teams Ideally experience of CS in the Automotive aftersales sector or in another equivalent industry where technical compatibility is a significant part of customer service provision.
 Experience of procurement process, setting SLAs and day-to-day management of a remote BPO partnership.
Track record of building a new CS function from a small team to a globally scalable operation.
A breadth of experience across all CS channels including LiveChat, calls and email.
  A highly analytical and data-driven decision-making ability with excellent presentation skills at enterprise levels.
    Soft skills Leader Highly adaptable – able to create order from chaos in a high growth environment.
Collaborative communicator Pro-active Someone who thrives in high-pressure environment.
    What we can offer in return is a friendly working environment and highly motivated colleagues in a dynamic office culture.
  Once our office in Chichester re-opens, you will be expected to be regularly present, but - post lockdown - we will have more home-working for the team, so some flexibility is possible in this regard.



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