Connecting to LinkedIn...

Ecommerce Operations and Customer Service Executive

Contract Type: Full Time
Location: London
Salary: £22000 - £25000 per annum
REF: 4063_1672939464
Contact Email:

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