Official Specifications
Role Overview & Mandate
Executive Summary
Decathlon, Europe's leading sport’s retailer is recruiting passionate sportspeople. We believe people are at the heart of our...
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Decathlon, Europe's leading sport’s retailer is recruiting passionate sportspeople. We believe people are at the heart of our business, we believe innovation is endless and we believe that freedom to decide and act is vital in building a strong workforce. Game changers and sports lovers, our doors are wide open for you!
Job Purpose
We have an exciting opportunity for an experienced Online Customer Service Manager to join our dynamic team. As the Online Customer Service Manager, you will play a vital role in ensuring customer satisfaction and driving the success of our online customer service operations.
Job responsibilities:
- Oversee and manage the online customer service team, ensuring efficient and effective support across our online channels.
- Develop and implement strategies to improve the overall customer service experience and drive customer satisfaction.
- Establish and maintain customer service KPIs, tracking metrics, and reporting on performance regularly.
- Recruit, train, and mentor our customer service representatives, providing guidance on customer service techniques.
- Handle escalated customer issues and resolve them in a timely and satisfactory manner.
Who you are:
- Active with a clear passion for sport
- Proven experience in online customer service management.
- Strong leadership skills with the ability to motivate and inspire others.
- Excellent communication and interpersonal skills.
- Exceptional problem-solving abilities and the capacity to handle challenging customer situations.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Fluent in English and excellent written communication
Working at Decathlon:
If you are a person with an active and dynamic personality, then a Decathlon Career is definitely for you. Our unique culture empowered by our values of vitality, responsibility, generosity, and authenticity, and bonded by our love for sports, will definitely give you an experience of a lifetime.
Get to enjoy the following benefits and perks:
- Hybrid Working ( 3 days in the office located in Surrey Quays)
- Annual remuneration reviews
- Healthy employee discount on all Decathlon products
- Weekly Staff Sports/Activities
- Shareholding Scheme
- Cycle-to-Work Scheme
- Up to 25 days of holiday
- Intensive Learning and Development training via Decathlon Academy… and many more
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