Customer Service Manager

Effy Jewelry, a premier name in fine jewelry, is known for its distinctive, bold, and colorful designs. With over 150 boutiques worldwide, Effy Jewelry offers a unique and vibrant shopping experience to its clientele, underpinned by a commitment to excellence and innovation in jewelry design.

Effy Jewelry is seeking a knowledgeable art director who will rise up to the challenge of supporting the creative development for a brand-new division within an established retail brand. The art director will understand the business needs and create relevant campaigns and design projects with the target audience in mind. You will meet with internal stakeholders to discuss and establish the project scope, research current trends, and the target behavior, and design the visual aspect of the project from the initial planning stages until the final campaign is presented and delivered.

Effy Jewelry is seeking an experienced and dynamic Customer Service Manager to lead our customer service team. The ideal candidate will have 5-7 years of customer service experience, preferably within the retail industry, and a passion for delivering exceptional service. This role involves managing daily operations, developing and implementing customer service policies, and ensuring a high level of customer satisfaction across our 150 retail boutiques. The Customer Service Manager will report directly to the Executive Director of Customer Service.

Key Responsibilities:

• Oversee and manage the daily operations of the customer service team, ensuring timely and effective resolution of customer inquiries and issues.
• Develop, implement, and maintain customer service policies, procedures, and standards to enhance customer satisfaction and loyalty.
• Train, mentor, and evaluate customer service representatives to ensure consistent performance and professional growth.
• Monitor and analyze customer service metrics to identify trends, areas for improvement, and opportunities to enhance the customer experience.
• Handle escalated customer complaints and provide solutions to maintain a positive brand image.
• Collaborate with other departments, such as Sales, Marketing, and Operations, to ensure a seamless customer experience.
• Stay updated on industry trends and best practices to continually improve the customer service function.
• Report to and collaborate with the Executive Director of Customer Service on strategic initiatives and performance metrics.

Qualifications:

• Bachelor’s degree in Business Administration, Retail Management, or a related field is preferred.
• 5-7 years of customer service experience, with at least 3 years in a managerial or supervisory role.
• Strong leadership and team management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills.
• Proficient in using customer service software and Microsoft Office Suite.
• Ability to handle stressful situations and remain calm under pressure.
• Strong problem-solving skills and a customer-focused mindset.

Effy Jewelry is committed to diversity in its workplace and is proud to offer equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other legally protected characteristic in the location in which the candidate is applying. Effy Jewelry applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.