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E-commerce Client Services Coordinator
3 months ago
*Candidates must reside and have a valid right to work in the UK*
Casablanca is looking for an E-commerce Client Services Coordinator (French) to join our expanding team in London. In this role, you will be responsible for the day-to-day coordination of customer queries across all channels ensuring that an excellent standard of service is provided and maintained.
The role:
- Day-to-day coordination of customer queries across all channels including the Gorgias help desk ticketing platform, social media, live chat, Gmail and phone as the primary point of contact. Ensure that all customer enquiries are satisfactorily resolved and closed within agreed timescales via all channels.
- Provide outstanding client service upholding standards, TOV and service level agreements throughout all touchpoints. Ensuring up-to-date knowledge on the client service policies, most recent acts and legislations.
- Own customer retention, loyalty and after-care. Service new and existing clients' spending by following up on leads and using upselling techniques in line with the client's needs. Creating an extraordinary experience for VICs.
- Liaise with the Senior Client Services Coordinator on macro template updates ensuring the brand TOV is maintained throughout.
- Responsible for returns and exchanges processing, fraud checks, faulty stock quality assurance and repairs.
- Responsible for order shortages ensuring customers are kept updated throughout the process.
- Where incidents impact the online customer journey, ensure that incidents are reported to the Senior Client Services Coordinator whilst cooperating with any investigation as appropriate.
- Support with handling payment disputes and resolving them in a timeline manner.
- Achieve seasonal targets focused on customer satisfaction, reducing customer response time, resolution time, messages per ticket and escalations.
- Provide prompt user engagement to achieve a resolution to customer complaints and maintain customer satisfaction.
- Undertake administrative duties that are related to your role.
The candidate:- Knowledge of Shopify, and Gorgias or similar help desk software is a bonus.
- Understanding of Microsoft Office Suite.
- Analytical, confident, articulate, professional verbal, and written communication skills.
- Fluent in spoken and written French & English
- Recent experience in an e-commerce customer/client service environment is a bonus but full training will be given.
- Multi-tasking with an element of urgency to support high enquiry volumes, good organisational & and time management skills
- Experience with third-party carrier dispatch and delivery, related to customer / client service
- A former client book is a bonus
- Strong interpersonal skills, self-motivated, and able to work independently on set tasks.
- Solution focused problem-solving and decision-making skills with great attention to detail
- Customer-led, commercially astute.
- Knowledge of Shopify, and Gorgias or similar help desk software is a bonus.
