Customer Service Lead
Salary: £28k pa.
Acton, west London W3 – full time office based.
Hours: 9am to 5pm daily (some flexibility in finish time may be available to support local candidates with school / childcare commitments.)
You must be eligible to work in the UK.
Company Overview
Esska Shoes is a dynamic and growing footwear company committed to delivering high-quality, stylish, and comfortable shoes. We are looking for a dedicated and experienced Customer Service Advisor to join our team and contribute to our continued success.
Role Overview
Esska Shoes is seeking a dedicated and experienced Customer Service Advisor to join our team. As the first point of contact for our valued customers, you will manage communications via email, tele, and Instagram, ensuring exceptional service across all channels. In addition to your digital responsibilities, you will also serve customers in our Esska shop, providing a seamless in-person experience. Proficiency in using Gorgias or a similar (e.g., Zendesk, etc.) inbound ticketing and message tool is essential for this role.
Additionally, you will assist the wider operations team with certain projects such as maintaining a database of product returns, assisting stock takes, liaising with the warehouse and pick/pack team and generating reports based on customer satisfaction/product requests and feedback.
Key Responsibilities
* Act as the initial point of contact for all customer communications, including email, tele calls, and Instagram messages.
* Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
* Utilize the Gorgias inbound message tools to manage and track customer interactions efficiently.
* Utilize Shopify and SWAP returns to track customer purchases and returns.
* Assist in the Esska shop as needed, offering product knowledge, helping customers find their perfect fit, and processing transactions.
* Maintain a positive and professional attitude, ensuring each customer feels valued and heard.
* Collaborate with other team members to continuously improve customer service processes and strategies.
* Stay updated on Esska’s product offerings, promotions, and policies to provide accurate information to customers.
* Handle customer complaints with empathy and escalate issues to higher management when necessary.
Qualifications / skills
* Proven experience in a customer service role, preferably within the retail or fashion industry.
* Familiarity with Gorgias or similar inbound message tools is mandatory.
* Excellent verbal and written communication skills.
* Strong problem‑solving abilities and a customer‑centric mindset.
* Ability to multitask and manage time effectively in a fast‑paced environment.
* Friendly, approachable, and professional demeanor.
* Strong IT skills, especially with Gorgias (or similar), SaaS platforms and Microsoft Excel/Google Sheets.
* Additional qualifications in customer service or related fields are a plus.
Personal Attributes
* Detail‑oriented with a focus on accuracy and efficiency.
* Strong communication and interpersonal skills.
* Proactive and self‑motivated with a hands‑on approach.
* Ability to work collaboratively with cross‑functional teams.
* Commitment to continuous improvement and operational excellence.
What We Offer
* Competitive salary.
* Opportunity to work with a passionate and dedicated team.
* A dynamic work environment.
If you are a results‑driven operations professional with a passion for excellence and a desire to make a significant impact, we would love to hear from you. Please submit your resume and cover letter by return.
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