ZOEVA is an innovative and successful German cosmetics company, well known for its love and passion for color cosmetics and makeup brushes. With a drive for outstanding quality, timeless design and the philosophy to strengthen the individual beauty and the self-esteem of every woman, ZOEVA constantly expands to new international markets. Founded in 2008 in Frankfurt-on-Main, Germany, the company distributes ZOEVA makeup and tools to more than 80 countries.
Join our team as:

Customer Service Manager (F/M)

RESPONSIBILITIES

  • Reporting to Digital Commercial Director and based in LONDON
  • Develop and implement customer service policies and processes for Zoeva’s global customer contact centre
  • Identify and understand the needs of our customers and develop customized solutions
  • Manage inbound customer contact via email, telephone & live chat
  • Monitor social channels and proactively address customer complaints
  • Measure customer satisfaction and report on findings to improve services and drive business change
  • Report to wider business on contact volumes and call types
  • Manage team of customer service staff in two locations
  • Present our products, their history and uniqueness with love and passion to our customers and ensure this is consistently demonstrated though the team
  • Handle escalations from customers

REQUIREMENTS

  • Experience as a Customer Service Team Leader or Manager
  • Passion for exceeding customer expectations
  • Ability to lead and motivate a team
  • Excellent consulting and communication skills strong customer orientation
  • Proficient in MS Office
  • Knowledge of Zendesk an advantage
  • Excellent English language skills
  • Fluent German is an advantage

WHAT WE OFFER

  • An environment with a passion for design and high quality products
  • Flat hierarchies and an open communication culture
  • A positive working climate in a young and dynamic team
  • Room for ideas and development opportunities
  • Adequate remuneration, permanent employment
  • Business related training and further education opportunities