Customer Service Supervisor

About Green People Green People is a leading organic beauty brand with multiple product ranges including baby & children, sun, teenage, toothpaste, anti-ageing, scent-free and men's. As well as having a strong online presence and own store, they work with a number of large online retail businesses and supermarkets. On the high street Green People's products can be found in health food chains, independent stores, spas and baby boutique stores. Distributors include wholesale and export. Purpose of the job To manage and assist the customer care team in the performance of their duties To work across departments to effectively manage any service problems and resolve any customer complaints To give excellent Customer Service To support other departments including sales, ecommerce & warehouse. This role will suit someone who is: Problem-solving An active listener A good communicator Shows empathy Job responsibilities Our Customer Service team handles all ranges of communication via phone, email and live chat. They provide in-depth product knowledge and make routine recommendations to suit the customers' needs. The key responsibilities of the Customer Service Supervisor include: Organise the customer care team's workflow & ensure that they understand their duties or delegated tasks Monitor team productivity and provide constructive feedback and support where needed Undertake yearly performance reviews Oversee annual leave requests & sickness of the Customer Care team Resolve issues & customer complaints Train new employees & keep customer care up to date with new systems, procedures, products & promotions Answer customer emails, phone calls & online chats, take orders and up-sell Input Private Mail & Trade orders Report on required department KPI's Liaise with accounts team where trade accounts are overdue/over credit limit Manage & respond online customer reviews Document and process customer returns & refunds Perform tasks using internal database system Advise customers though product knowledge Assist other departments on administration duties when required Maintain a professional and courteous relationship with customers and fellow employees Keep office and communal areas clean and tidy Undertake any other duties as requested Job Context The postholder will be expected to prioritise and manage their workload to perform the various tasks as required. The role requires a high level of attention to detail, good telephone manner, great interpersonal and communication skills. The post holder will need the ability and enthusiasm to learn new skills and develop an in-depth product knowledge. A good knowledge of the English Language (written and spoken) is essential. Good numerical skills along with a good working knowledge of Microsoft Office, including Word and Excel is desirable. The post holder will also need to have a pro-active, 'can-do' attitude and seek out opportunities for improvement and efficiencies. Previous experience in similar customer care role through telephone, live chat and email (using software Gorgias) and a passion for natural and organic beauty products would be advantageous. Additional information Full-time, non-remote role 20 days per year plus bank holidays Hrs: 9:00 - 17:00 Green People is at a semi-rural location; therefore, the candidate will need to be able to drive as public transport is very limited Additional benefits 4% Pension contribution Life Assurance Plan Extra day annual leave and £500 bonus (pro rata) after 5 years' service Further extra day annual leave and £1,000 bonus (pro rata) after 10 years' service Half day annual leave on both Christmas Eve and New Years Eve Free Parking 50% discount on Green People products Fresh fruit and snacks delivered weekly to the office