Reporting to: Head Of Customer Operations
Role Purpose: We are seeking a motivated and detail-oriented Customer Service Administrator to join our dynamic Customer Service team at The Fragrance Shop Head Office. This role will play a critical part in ensuring customer satisfaction by managing a variety of key service operations including refunds, order approvals, store support, and courier management.
You will be a key point of contact between customers, stores, couriers, and internal teams, helping to deliver a seamless and positive experience across multiple channels.
Key Responsibilities:
* Refunds Management: Process customer refunds efficiently and in line with company policies and procedures.
* Replacements Handling: Organise and authorise replacements for damaged, lost, or incorrect orders.
* Order Approvals: Review and approve customer orders that require manual intervention, including fraud checks and payment verification.
* Store Support: Act as a support contact for our retail stores, resolving queries and facilitating smooth operations between stores and head office.
* Chargeback Management: Investigate and manage customer chargebacks, gathering evidence and responding to payment providers to mitigate losses.
* Social Media Customer Service: Monitor and respond to customer queries and feedback received via social media platforms in line with our brand voice and customer service standards.
* Front-Facing Customer Feedback: Handle direct customer feedback from surveys, emails, and external platforms, ensuring concerns are logged, resolved, and escalated where necessary.
* Courier Queries And Emails: Liaise with courier partners to resolve delivery issues, track parcels, and update customers proactively.
* Courier Claims: Manage claims processes for lost or damaged parcels, ensuring timely resolution and communication with relevant parties.
Key Skills & Experience:
* Previous experience in a customer service or administration role, preferably in retail or e-commerce.
* Strong written and verbal communication skills.
* Ability to manage and prioritise a busy workload across multiple tasks and platforms.
* High attention to detail with excellent problem-solving abilities.
* Experience handling refunds, replacements, or chargebacks is desirable.
* Confident using CRM systems, order management software, and Microsoft Office (Excel, Outlook, Word).
* Knowledge of social media platforms (Instagram, Facebook, Twitter) for customer interaction.
* A proactive, can-do attitude with the ability to work both independently and collaboratively.
* Experience working with couriers and understanding basic logistics processes would be an advantage.
Personal Attributes:
* Customer-focused and passionate about delivering excellent service.
* Calm and professional under pressure.
* Positive, resilient, and adaptable to change.
* Solution-oriented mindset with a desire to improve processes and customer experience.
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