Job Description
A fantastic opportunity for an Ecommerce Operations and Customer Service Executive role to join a vibrant and inspiring womenswear brand. You will be responsible for ensuring there is a first-class service experience for customers. As the first point of contact for a growing ecommerce business this is a key role with a 360 view of all aspects of order management and fulfilment. If you are passionate, proactive and diligent please apply to work for this exciting role!
Key Responsibilities will include:
- Own the customer services space that includes any comms such as e-mail, telephone, social media comments messages, etc. for both UK and international customers
- Feedback these comms to appropriate departments/relevant team members
- Record the contacts and the reasons behind it and report on it on monthly basis
- Highlight the most common reasons for contracts, and pitch ideas and suggestions to improve the score
- Weekly review of Trustpilot feedback and respond to any negative experiences
- Develop and maintain templates for email and Trustpilot contacts
- Understand the drivers of the brand and reflect this in the brands tone of voice
- Support the customers and demonstrate a depth of understanding and affinity for their products and ranges
- Achieve and sustain a high standard of response times and response rates, improving customer satisfaction and reducing occurrences of re-contact
- Ensure that all customer data is processed in a manner that is compliant with GDPR requirements
- Identify, monitor, and resolve potential fraudulent customer activity, escalating to the Head of e-commerce when appropriate, to protect the profitability of the business
- Facilitate telephone and remote payments services
- Liaise between the ecommerce and warehouse teams to effectively operate any order cancellations, refunds etc. for both Uk and international customers
- Support the Head of Ecommerce and wider team with any other tasks required
Person Specification:
- 1 years' experience preferably from a similar sector
- Good approach to work with a capacity to take ownership over their work and has a positive can-do attitude with strong attention to detail
- A beneficial role for someone to come in who has experience with online customer service with experience using customer service tools
- Good written and verbal English
- Delivers results in a timely manner
- Able to work to tight and changeable deadlines
- Able to self-manage and use own initiative
- Relentlessly looking to improve working processes and practises with a commercial approach
