Wayfair Careers

Customer Service Manager

Galway, Ireland
Customer Service - Customer Service Management

Job Description

This role supervises Customer Service Consultants utilising a hands-on approach to ensure consistent and effective delivery of customer service activities.  

This includes responding to service inquiries via telephone and email correspondence (20% inbound sales calls / 80% inbound service calls.  Wayfair is looking for a Manager with a track record of building great teams.  The right candidate will have experience developing future leaders and motivating teams, a strong sense of urgency, and the ability to improve operational efficiency through process improvement.  

Other critical success factors for this role include great problem-solving skills and the ability to think outside the box to resolve customer issues. This role may act as manager on duty in the absence of other managerial personnel.  We are currently seeking both Customer Service Managers and Email Service Managers.

Job Responsibilities:

  • Manages a front-line team of up to 15 consultants at varying skill levels
  • Supervises Service Consultants answering inbound calls and/or emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, and any other issues that may arise from the order fulfillment process
  • Helps consultants meet customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities
  • Makes recommendations and / or takes corrective action to manage performance as appropriate
  • Works closely with Human Resources and Senior Leadership to address and resolve employee issues
  • Effectively interviews and recommends candidates for hire
  • Integral part of the disciplinary and termination process
  • Provides extensive coaching, counseling and managing performance
  • Analyzes sales and service trends based on historical data to close performance gaps
  • Reviews time off requests as appropriate to match staffing level requirements
  • Conducts side-by-side observations and quality assurance (call monitoring) reviews
  • Coaches and develops agents in soft skills and service techniques
  • Responds in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
  • Provides back-up support by taking calls during staffing shortages, high volume activity or as needed
  • Performs other job-related duties as assigned by the Company and/or your director or manager

Minimum Requirements:

  • Extensive experience in Call Centre Management preferably in European / Global Customer centre
  • Bachelor's degree in any discipline
  • Excellent problem solver with a proven track record of driving results
  • Outstanding oral and written communication skills
  • Proven ability to close performance gaps
  • Strong Internet / PC skills – comfortable in a technology-driven business
  • Strong analytical abilities
  • Strong ability to successfully drive and develop processes
  • Proven ability to multi-task
  • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment

 What Wayfair Offers to our Employees:

  • Health insurance
  • Cycle to work scheme
  • Gym Membership contribution
  • Monthly Team outings
  • Employee Purchase Discounts
  • Pension
  • Equity
  • Bus Saver Ticket scheme
  • Training Programs for continued career education
  • Paid Volunteering Day
  • And last but not least- free snacks! 

About Wayfair

Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, décor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes – from product discovery to final delivery.

The Wayfair family of sites includes:

  • Wayfair, an online destination for all things home
  • Joss & Main, where beautiful furniture and finds meet irresistible savings
  • AllModern, unbelievable prices on everything modern
  • Birch Lane, a collection of classic furnishings and timeless home décor
  • Perigold, unparalleled access to the finest home décor and furnishings

Wayfair generated $4.7 billion in net revenue for full year 2017. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 7,700 people.

Requisition ID: 9152