JOB OVERVIEW
We have an exciting opportunity to be the first point of contact for our growing e-Commerce business. This is a key role with a 360 view on all aspects of order management and fulfillment. Are you confident, passionate, and proactive? Do you pride yourself on delivering first-class customer service? If so, this could be the role for you...
KEY RESPONSIBILITIES Customer Journey: Own all e-mail and telephone communication. Manage communication/feedback and messaging on social media channels. Timely resolution of all queries and complaints whilst managing customer expectations to reduce instances of excessive re-contact. Support our customers and develop a depth of understanding & affinity for our products and ranges. Escalate complaints and claims to the relevant member of management when necessary. Maintain and regularly update online FAQ pages to enable customers to resolve queries without the need to make contact. Achieve and sustain a high standard of response times and response rates, improving customer satisfaction and reducing occurrences of re-contact. Ensure that all customer data is processed in a manner that is compliant with GDPR requirements. Work collaboratively with the e-commerce team and other areas of the business to build key relationships. Payments & Refunds: Facilitate telephone & remote payments services. Investigate and resolve delivery issues. Work closely with the warehouse team to support refund & credit processing. Manage & investigate payment disputes. Identify and monitor potential fraudulent customer activity, escalating to the e-Commerce Manager when appropriate, to protect the profitability of the business. Logistics: Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail, DPD, Doddle, and any other 3rd party service provider. This is not an exhaustive list, and in the interests of the day-to-day operation of the business, the successful candidate may be required to carry out work that is not detailed in this job description. SKILLS & KNOW-HOW Ideally working in a customer service role, with at least 12 months’ experience of customer service within a digital retailing environment. Familiar with managing customer payments through payment gateways such as Sage Pay and PayPal. Familiar with working with 3rd party logistics suppliers such as Royal Mail and DPD. Experience with Magento would be a benefit. Intermediate user of MS Office, specifically Outlook and Excel. Attention to detail with top-notch written and verbal communication skills. BEHAVIOURS A great communicator and problem solver. Empathetic and able to understand and respond to the root cause of each customer complaint. Looking to work within a small team, within a non-hierarchical organization. Able to demonstrate high levels of integrity, trust, and ownership. Personal resilience and able to act on own initiative.
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KEY RESPONSIBILITIES Customer Journey: Own all e-mail and telephone communication. Manage communication/feedback and messaging on social media channels. Timely resolution of all queries and complaints whilst managing customer expectations to reduce instances of excessive re-contact. Support our customers and develop a depth of understanding & affinity for our products and ranges. Escalate complaints and claims to the relevant member of management when necessary. Maintain and regularly update online FAQ pages to enable customers to resolve queries without the need to make contact. Achieve and sustain a high standard of response times and response rates, improving customer satisfaction and reducing occurrences of re-contact. Ensure that all customer data is processed in a manner that is compliant with GDPR requirements. Work collaboratively with the e-commerce team and other areas of the business to build key relationships. Payments & Refunds: Facilitate telephone & remote payments services. Investigate and resolve delivery issues. Work closely with the warehouse team to support refund & credit processing. Manage & investigate payment disputes. Identify and monitor potential fraudulent customer activity, escalating to the e-Commerce Manager when appropriate, to protect the profitability of the business. Logistics: Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail, DPD, Doddle, and any other 3rd party service provider. This is not an exhaustive list, and in the interests of the day-to-day operation of the business, the successful candidate may be required to carry out work that is not detailed in this job description. SKILLS & KNOW-HOW Ideally working in a customer service role, with at least 12 months’ experience of customer service within a digital retailing environment. Familiar with managing customer payments through payment gateways such as Sage Pay and PayPal. Familiar with working with 3rd party logistics suppliers such as Royal Mail and DPD. Experience with Magento would be a benefit. Intermediate user of MS Office, specifically Outlook and Excel. Attention to detail with top-notch written and verbal communication skills. BEHAVIOURS A great communicator and problem solver. Empathetic and able to understand and respond to the root cause of each customer complaint. Looking to work within a small team, within a non-hierarchical organization. Able to demonstrate high levels of integrity, trust, and ownership. Personal resilience and able to act on own initiative.
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