About the Role
Sisterhood are hiring a Customer Support Advisor - Part Time
Salary - 13k
Sisterhood is a clothing brand with a focus on timeless and sustainably made staples that can be worn forever. Brought to existence by their director and grown organically over the last 9 years, customers are at the forefront of what we do and we strive to build a team who can support the consistent growth of the brand. We need a candidate dedicated to making sure our new, returning and loyal customers are looked after to the highest standard.
The Customer Support Advisor role will work daily to make sure our customers are responded to in a timely and professional manor from all platforms, reporting weekly to their manager on any arising issues to progressively improve and drive customer retention & satisfaction.
About the role:
* Be the lead of Customer Support working to KPI’s & goals.
* Proactively manage performance and issues, react accordingly and communicate clearly to your Manager.
* Manage time based on volumes and peak seasons.
* Successfully dealing with escalated queries and keep an open feedback loop to Manager.
* Be the voice of the customer and proactively resolve issues as they arise.
* Take initiative to continually better the customer experience.
* Provide valuable insights at meetings.
* Successfully complete accurate reporting on a weekly basis.
* Review and processing of returns.
* Excellent knowledge of all systems and processes whilst continuing to drive performance and create efficiencies.
Other responsibilities:
* Weekly authorisation of affiliate commissions
* Influencer outreach and management of gifting packages
* Refund cross check and processing
About you:
* Excellent communication skills with literacy skills at a high standard.
* Excellent knowledge of all customer service systems and processes.
* Highly motivated to achieve goals & KPI’s.
* Excellent knowledge of customer service systems such as Gorjias, SWAP, Mintsoft & Shopify.
* Communicate effectively in high-pressure scenarios, such as complaint. handling/dealing with difficult customers.
* Able to articulate and pass on constructive feedback.
* Proactive and takes initiative rather than waiting for things to happen.
* A passionate and enthusiastic outlook towards the role and brand.
* The ability to be adaptive and responsive to change.
* Organised.
* Flexible.
* Sees challenges as opportunities for growth.
The Details:
* Part-Time Contract
* Monday to Friday - hours between 10:00 - 14:00 (no break)
* 20 hours
* 28 days holiday (including 8 bank holidays)
* 4 days in the Office and WFH 1 day a week
* 50% Staff discount