We are currently recruiting in the Sophia Webster Customer Team for a Customer Experience Assistant based in Head Office in Stratford E15 on a part time basis - ideally 3 days per week but open to other patterns. Starting salary £25000 FTE (pro rata based on work pattern/hours).
We would love to hear from anyone who is passionate about delivering the 'Sophia Webster' brand experience to our customers, across all channels
What you will be responsible for:
· Liaising with customers across email, live chat, WhatsApp and social media .
· Resolving all questions, queries and complaints in an efficient and timely manner, adhering to SLA's.
· Going above and beyond and seeking out the right resolution on a case-by-case basis by embodying the Sophia Webster tone of voice and ethos whilst giving your own personal touch to each interaction.
· Working in conjunction with third-party providers where necessary to resolve customer issues including and not limited to delivery, returns, repairs, website and account support and product information.
· Communicating effectively with members of the Sophia Webster team across all business functions to ensure each customer has the best possible experience.
· Identify trends in customer behaviour and flag to the relevant departments.
· Assist with product send-outs from Sophia Webster HQ in London.
· Assist in the SW Archive shop when needed including in person and virtual sales and send outs
· Gaining insightful customer feedback through effective interactions across all channels and review websites and sharing across the brand.
About the ideal candidate:
You are a self-starter, fast-paced, adaptable and resilient.
You are super organised and passionate about customers receiving the best possible service and always willing to go above and beyond and think outside of the box.
Ultimately when you face a problem you seek to resolve it.
Experience in retail and online Customer Service essential.
Experience in communicating with customers in a patient and friendly manner.
Outlook, Word and Excel knowledge as well as social media savvy.
·We are replatforming from Magento and Zendesk to Shopify and Gorgias, so experience of these tools or the ability to pick up new systems is desirable.
Available to commute to our studio in London.
WORKING AT SOPHIA WEBSTER
We have set a high bar to create the current small but mighty Sophia Webster team. We are looking for talented, hardworking and capable people with the right values, who want to do their best work with us.
We offer in return:
* Great learning opportunities;
* Strong career progression;
* Fair and competitive salaries;
* Generous product allowance;
* 25 days holiday (pro rate FTE) plus bank holidays.
Agency?
Please note that we have our own in-house recruitment marketing and search functions and will not accept any third party CV's/Applications from anyone unless invited to do so.
Job Type: Part-time
Pay: From £25,000.00 per year
Expected hours: 24 per week
Benefits:
* Casual dress
* Company pension
* Employee discount
* Sick pay
Work Location: In person