Customer Happiness Manager, UK & IE (remote within the UK)

tonies UK Limited

2d•Remote

About The Position

The Customer Happiness Manager manages the day to day UK Customer Happiness operation by working with an external BPO partner. They serve as the subject matter expert and knowledge holder for all tonies® UK & IE information. The focus of this role is ensuring that UK customer queries are answered on time, by keeping workflows efficient and consistently updated to allow the customer's issues to be addressed promptly and efficiently.

Requirements

Experience managing or working closely with a BPO or outsourced support partner
Strong working knowledge of Zendesk (or comparable helpdesk platform), including inbox and SLA management
Experience handling payment disputes/chargebacks (e.g. Adyen, PayPal) is a plus
Proven ability to design, deliver, and continuously improve training programs
Comfortable conducting Quality Assurance audits and translating findings into coaching and process improvements
Analytical mindset, with experience using CSAT and other KPI data to identify root causes and drive improvements
Excellent stakeholder management skills, able to work cross-functionally with Operations, Marketing, Product, Quality, and Legal
Strong communicator, comfortable owning escalated and high-risk customer issues
You must be currently located in the UK.

Responsibilities

Own the Zendesk inboxes, ensuring that all tickets are handled within SLA and processed on time. Contacts include Offline written tickets, Live Chats, Returns, Reviews
Handle escalated tickets where manager input is required
Deliver training for new starters
Complete Quality Assurance Audits
Process Adyen and PayPal disputes
Business Central administration, ensuring accurate processing, posting, and reconciliation of transactions.
Work closely with UK Operations and Marketing teams to proactively prepare for revenue generating initiatives, and to reactively communicate issues as they arise
Collaborate with the Socials team on donation initiatives, including coordinating and documenting donation orders.
Consolidate and share team feedback about necessary changes and updates that will help improve the customer experience
Complete weekly CSAT analysis to determine drivers of dissatisfaction and pain points
Ensure the BPO agents provide an amazing customer experience across all support channels
Responsible for hitting Global Customer Happiness KPIs
Main contact point for BPO for any UK customer related issues
Mentor and provide support for tickets and questions escalated by BPO agents
Work with Global Zendesk administrator in order to design and implement chatbot experiences
Work with Global Customer Happiness counterparts on standardised onboarding processes and training materials
Calibrate with other Global Customer Happiness teams on Quality Assurance topics
Represent Customer Happiness in collaborative work with the Quality and Legal teams for High Risk issues