We are seeking a highly organised and motivated Customer Service & E-Commerce Assistant with strong administrative skills.
Key Responsibilities
* Primary contact for customer enquiries over telephone, email and live chat. Responding in a timely manner whilst providing accurate information and excellent customer service. Escalating queries to e-commerce coordinator and manager where necessary
* Monitor customer service enquiries with the aim to provide improved experience and site functionality. Generate reports of customer service KPIs and general feedback, liaising across departments where necessary
* Liaise with the dispatch team, investigating stock issues and other fulfilment problems or delays
* Perform regular site checks to ensure consistent and streamlined data is held within the e-commerce platform and displayed online, reporting and escalating any technical issues where necessary
* Assist with the creation of seasonal collections and collaborations for the website, ensuring all information is correct and products are launched in line with the seasonal critical path
Profile
Essential
* A minimum of 1 year'sexperience in a customer-facing role in e-commerce,
* Excellent communication skills, both written & verbal
* Confident communicator with strong interpersonal and numerical skills
* Proficient with Outlook and Excel
* Excellent time management skills with the ability to work to deadlines and prioritise work accordingly
* Acute attention to detail and problem-solving
* Strong interest in womenswear, menswear and design
* Proactive and a ‘can-do’ attitude
* A good team player
Beneficial
* Working knowledge of Shopify
* Working knowledge of customer service platforms, e.g. Gorgias and Zendesk
* History of working with Fashion / Beauty brands
* Strong connection with our brand identity
Rewards
* 5 weeks holiday plus bank holidays, increasing to 6 weeks with service
* Generous clothing allowance
* Significant staff discount
* Life insurance
* Contributory pension and salary exchange scheme
* Personal development grant
* Cycle to work scheme
* Birthday day off
* Volunteering day off
* IVF support for parents
* Opportunity to request flexible working (27% of Head Office employees work part-time hours)
We actively implement blind recruitment practices to eliminate bias and ensure a fair evaluation of candidates based on their skills, experience, and qualifications. We believe in creating a level playing field for all applicants, and our initiatives reflect our dedication to promoting diversity and inclusion in the workplace.
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