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Customer Service Representative
1 month ago
Customer Service Representative – Studio Underd0g
Up to £28,000 + Benefits
Brighton – Hybrid – 2/3 days a week in office
Full Time
We've teamed up with the exciting horology brand Studio Underd0g, who are now in the market to secure a Customer Service Representative
Company Overview:
When the biggest news in the watch-world for 2020 was that a certain brand (that shall not be named) had increased their case size by an unfathomable 1mm it got us thinking…
Why can't horology be a little bit more playful from time to time? In an oh-so-serious industry, Studio Underd0g offers a fresh and playful perspective.
Studio Underd0g are doing things differently, with a fresh approach to the watch market, they are pushing the boundaries of what's possible, and having fun whilst doing it.
Founded by designer Richard Benc, having been in the watch industry for over 5 years, he wanted to create something that he could call his own. Studio Underd0g was a passion-project that has been brought to life thanks to the overwhelmingly positive feedback from the enthusiast community. Now growing rapidly on a global scale, we are building a ground breaking team to keep up with demand
Find out more about the products here: https://underd0g.com/
About The Role:
We are looking for a Customer Service Representative with eCommerce experience and strong analytical skills to join our team in Brighton. As the first point of contact for our customers, you will ensure their inquiries are handled efficiently and professionally. In addition to providing excellent customer support, you will play a key role in identifying trends in customer interactions, helping to refine processes and enhance overall service efficiency.
Key Responsibilities:
Customer Support:
- Respond to customer inquiries via email and chat in a timely and professional manner.
- Resolve customer issues, including order tracking, product inquiries, and warranty claims, ensuring a positive customer experience.
- Escalate complex issues to the appropriate team members when necessary.
eCommerce Expertise:
- Manage and process orders, returns, and exchanges through our eCommerce platform.
- Assist customers with navigating our website, troubleshooting technical issues, and completing purchases.
- Collaborate with the logistics team to ensure accurate and timely order fulfilment.
Analytical Insights:
- Analyse customer interactions to identify recurring issues, trends, and areas for improvement.
- Develop and maintain a knowledge base of common customer inquiries and responses to streamline future communications.
- Provide actionable insights to enhance customer service processes and reduce response times.
Process Improvement:
- Propose and implement strategies to improve customer satisfaction and operational efficiency.
- Work closely with the operations and creative teams to communicate customer feedback and contribute to product development.
Experience / Skills:
- 2+ years of experience in customer service and/or administrative roles.
- Proven experience in a customer service role within an eCommerce environment.
- Strong analytical skills with the ability to identify patterns and trends in customer interactions.
- Excellent written and verbal communication skills.
- Proficiency in using eCommerce platforms (e.g., Shopify), CRM tools (e.g., Gorgias, Zendesk), and Google Suite.
- A proactive, problem-solving mindset with a focus on delivering exceptional customer experiences.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred Skills:
- Familiarity with the industry or a passion for Horology is a plus.
Benefits:
- Competitive base salary of up to £28,000 with regular salary reviews
- Fun team socials
- The opportunity to work in a high growth scale up
- + much more
If this sounds like you then hit apply or email Kyle on kyle@hypergrowthrec.co.uk to find out more
