Job role
* Answering customer queries via email, phone and live chat, while adhering to the businesses KPI’s and providing an excellent service.
* Processing returns and exchanges within the order management system. This would also include reaching out to customers in some circumstances to ensure the correct action is taken.
* Capturing all customer enquiries within our CRM system accurately, in order to give us accurate stats to report back to the business.
* Contacting product teams to get answers for customer enquiries where we don’t have the knowledge or information.
* Checking product availability and recognising if there is potential for more stock to be made available.
* Handling complaints or escalating them to the relevant teams where necessary.
* Liaising with couriers for delivery disputes.
* Highlighting website issues to the relevant teams.
* Assisting the merchandiser for tasks relating to stock within SAP (full training will be provided)
* Investigating order issues using a variety of systems and logging with the relevant people.
Experience and skills
* Experience working in a customer service role.
* Strong communication skills.
* Excellent IT skills (including Microsoft office, particularly excel)
* Keen eye for detail
* Pro-activeness
* Administrative skills (preferred)
* Knowledge of E-commerce (preferred)
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