Job Description
We are so excited to be partnered with a luxury Womenswear brand seeking an E-commerce Customer Care Assistant. This role will be working alongside the E-commerce Manager to support customers from the moment they arrive on the website, throughout the order process and beyond. You will also be responsible for providing and maintaining accurate records of stock movements. I'm looking for a proactive individual who is looking to develop a career in E-commerce with a fast-growing luxury fashion brand.
Key responsibilities will include:
- Answer all incoming customer care queries in a timely and engaging manner via both phone, email and Instagram
- Ensure that customer requests are responded to and recorded in line with company guidelines and tone-of-voice.
- Build and maintain online customer relationships offering a personal service that inspires brand loyalty
- Advocate for online clients ensuring that internal teams are accountable for their part in the customer journey.
- Coordinate with internal teams regarding Made to Order and bespoke requests.
- Administrate and oversee the returns process ensuring refunds and stock processes are adhered to.
- Resolve customer issues in a timely and supportive manner
- Provide customer sales after-care, ensuring that customer feedback is recorded and acted upon so that they continually improve the customer journey.
- Report on customer issues and product feedback to the wider team.
- Assisting at Sample sales, market and Ecom shoot days to further understand the product
- Pick, Pack and dispatch all Ecommerce orders within the given timeframe, in-line with packaging and brand guidelines.
- Generate shipment paperwork to ensure the timely delivery of all shipments
- Report on and maintain packaging and branded goods levels in-line with production lead times.
- Update and maintain accurate retail inventory records across the business stock locations and ensure that all stock movements are administrated as per business procedures.
- Ensure that all retail streams are reflecting the merch plan and stock availability.
- Work with key stakeholders to reconcile stock movements and ensure that stock is transferred from internal locations in line with shipment deadlines, following delivery and administrative procedures.
- Manage stock takes and report to key stake holders on discrepancies and errors.
Person Specifications:
- Impeccable written and spoken English
- A passion for customer service and dealing with people
- An enthusiastic and positive attitude with the willingness to learn
- Dedication to offering exceptional customer experience
- Advanced Excel/Google Sheets skills preferable
- Basic experience using Shopify platform
- Flexibility to work from both the Head Office and store in Sloane Street
- Be an active and positive contributor to the team, always willing to represent the online trading team and be prepared to go the extra mile.
