E-Commerce Customer Care Expert

2 weeks ago

London, United Kingdom DR. MARTENS Full time
E-Commerce Customer Care Expert - France

THE GIG

This isn't your typical customer care role. As a customer care expert, you will be a pivotal link to the Ecomm team, supporting day-to-day operations to deliver a full customer journey, whether its owning and driving FAQs changes to drive positive deflection, website auditing and amendments or reporting on and sharing tangible customer feedback to deliver improvements. You also work collaboratively with other functions across the business and externally.

Aside from this, one of your main tasks is working with your customers to develop a solution to their problem – whatever level it may be. Instead of using generic strategies that make customers feel like they are just another number, be caring and creative in your problem-solving skills. A true brand custodian that lives our values in everything they do.

This role is be based out of our Camden Hawley Crescent Head Office. Fluency in French and English is essential.

DAY TO DAY

  • Promptly responding to more complex customer queries via email, live chat, video, phone, and social media channels.
  • Immediately understanding and escalating sensitive complaints or issues that could have further implications.
  • Liaising with colleagues or managers to find the best solutions to customers’ issues inside or outside the department.
  • Identifying trends and common problems and escalating them to management, along with possible suggestions for improvements and initiatives through data.
  • Maintaining a polite, helpful, and professional manner at all times, and respecting client confidentiality always.
  • Obtaining, reporting on, and sharing customer feedback with colleagues and other departments so that products and services can be improved.
  • Be an expert with new products and services as they are introduced seasonally and have the ability to talk about them with customers.
  • Supporting with regional translations for onsite product, SEO, Content & FAQ’s, Legal / T&C’s.
  • Responsible for website Auditing (Category, PLP, Checkout, my account etc.)
  • Hybrid / Website category description amendments to support the customer journey to purchase.
  • Product details amendments on site, through knowledge, and with the customer journey in mind.
  • Owning and driving FAQ’s changes on site to drive positive deflection and support with conversion to purchase.
  • Able to identify new ways of positive contact deflection and support with implementation of initiatives.
  • Chargeback management through our payment gateways.
  • Retail stores 1st line of contact in regard to Omnichannel operations and projects, cascading and receiving information that will drive a seamless approach.
  • Managing on site product reviews, reporting back to Ecom Country Leads to drive and heighten the customer journey and ultimately increase revenue.
YOUR FUNDAMENTAL QUALITIES

  • At least 3+ years’ experience in a customer service role, ideally with experience of supporting customers over the phone, email, and live chat for an International retailer – within fashion would be preferential.
  • Fluency in English and French to business level. This is critical.
  • Used to coordinating between 3rd party suppliers to drive smooth operational business flow.
  • Self-motivated and able to multitask. Tenacious and thorough in delivering solutions to problems.
  • High standard of IT literacy – ability to use CRM systems in addition to Microsoft Office packages (Word, Excel, etc)
  • A clear understanding and knowledge of payment gateways & alternative payment methods, including but not limited to iDeal, Klarna, Clearpay, PayPal and Adyen.
  • Works towards targets and has a KPI driven mindset.
  • Knowledge of warehouse operations and Ecom operations to resolve customer queries and internal business operations in an efficient knowledgeable manner.
  • An understanding of distribution and logistics to co-ordinate and to communicate effectively business wide, internally and externally.
  • A lateral thinker and able to come to clear decisions quickly and concisely under pressure.
  • Professional, but also authentic & fearless
#LI-FQ1 Profile

YOUR FUNDAMENTAL QUALITIES

It’s never just a job at Dr. Martens. It’s a way of life. We live and breathe our Fundamentals - INTEGRITY. PROFESSIONAL. PASSIONATE. TEAM PLAYERS. They define who we are and how we get the job done. We believe each role is as unique as the person who does it. #J-18808-Ljbffr

  • E-commerce Customer Care Assistant

    1 month ago

    London, United Kingdom TRP Recruitment Full time

    Contract Type: - Full Time- Location: - London- Salary: - £25000 - £28000 per annum- REF: - 4107_1677663839- We are so excited to be partnered with a luxury Womenswear brand seeking an E-commerce Customer Care Assistant. This role will be working alongside the E-commerce Manager to support customers from the moment they arrive on the website, throughout...

  • E-commerce Assistant

    1 month ago

    London, United Kingdom Dinny Hall Full time

    Location: London Salary/Rate: Competitive + benefits We are currently looking for an E-Commerce Assistant to join our dynamic web team in Islington, London. **Job Summary** To support the Web Team to achieve targets and a higher conversion rate, through a primary focus on e-commerce order fulfilment and customer care. **Key Responsibilities &...

  • E-commerce

    4 weeks ago

    London, United Kingdom Page Personnel Full time

    A great opportunity to work for a Public Sector organisation. - Excellent pension and benefits scheme. **About Our Client**: A public sector organisation - tourism. E-Commerce / Product & Trade Executive: This role is key in maintaining and expanding the breath of experiences (products) retailed in the Shop website through effective product management and...

  • E-Commerce Manager

    2 months ago

    London, United Kingdom Universtation Limited Full time

    We're looking for a dynamic and experienced E-Commerce Manager to drive our digital retail strategy to new heights. Job Title: E-Commerce Manager Department : Digital Operations Location : London Job Type : Permanent - Full Time Role Overview: + Spearhead the development and implementation of our e-commerce strategy for optimal customer experience. ...

  • E-Commerce Manager

    2 days ago

    London, United Kingdom Universtation Limited Full time

    We're looking for a dynamic and experienced E-Commerce Manager to drive our digital retail strategy to new heights. Job Title: E-Commerce Manager Department : Digital Operations Location : London Job Type : Permanent - Full Time Role Overview: + Spearhead the development and implementation of our e-commerce strategy for optimal customer experience. ...

  • E-Commerce Customer Success Manager

    19 hours ago

    London, United Kingdom Allianz Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Allianz Trade is a global leader in credit insurance and credit management, specialising in trade credit insurance, surey bonds & guarantees, and business fraud insurance. Operating worldwide with over 62,000 clients globally, Allianz Trade has an AA...

  • E-Commerce Customer Success Manager

    19 hours ago

    London, United Kingdom Allianz Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Allianz Trade is a global leader in credit insurance and credit management, specialising in trade credit insurance, surey bonds & guarantees, and business fraud insurance. Operating worldwide with over 62,000 clients globally, Allianz Trade has an AA...

  • E-commerce and Ticketing Assistant

    1 month ago

    London, United Kingdom Imperial War Museums Full time

    **Opportunity ID** 315 **Location** - IWM London **Salary** - Circa £26,175 per annum **Hours** - 36 hours net per week **Department** - eCommerce **Job Summary** IWM is embarking on an ambitious five-year digital transformation strategy which will encompass new and exciting opportunities to significantly grow our online revenues and give our...

  • E-commerce Customer Success Manager

    2 days ago

    London, United Kingdom Allianz Popular SL. Full time

    Press Tab to Move to Skip to Content Link Customer Services & Claims Euler Hermes UK - London Job Type: Full-Time Employment Type: Permanent Allianz Trade is a global leader in credit insurance and credit management, specialising in trade credit insurance, surey bonds & guarantees, and business fraud insurance. Operating worldwide with over 62,000...

  • E-commerce Customer Success Manager

    2 days ago

    London, United Kingdom Allianz Popular SL. Full time

    Press Tab to Move to Skip to Content Link Customer Services & Claims Euler Hermes UK - London Job Type: Full-Time Employment Type: Permanent Allianz Trade is a global leader in credit insurance and credit management, specialising in trade credit insurance, surey bonds & guarantees, and business fraud insurance. Operating worldwide with over 62,000...

  • E-commerce Customer Success Manager

    19 hours ago

    London, United Kingdom Allianz Full time

    Allianz Trade is a global leader in credit insurance and credit management, specialising in trade credit insurance, surey bonds & guarantees, and business fraud insurance. Operating worldwide with over 62,000 clients globally, Allianz Trade has an AA rating by Standard & Poor's. Allianz Trade is looking for our new E-Commerce Customer Success Manager....

  • E-commerce Customer Success Manager

    19 hours ago

    London, United Kingdom Allianz Full time

    Allianz Trade is a global leader in credit insurance and credit management, specialising in trade credit insurance, surey bonds & guarantees, and business fraud insurance. Operating worldwide with over 62,000 clients globally, Allianz Trade has an AA rating by Standard & Poor's. Allianz Trade is looking for our new E-Commerce Customer Success Manager....

  • E-Commerce Customer Success Manager

    2 days ago

    London, United Kingdom Allianz Popular SL. Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: Area of Expertise: Customer Services & Claims Employing Entity: Euler Hermes UK - London Job Type: Full-Time Employment Type: Permanent ID: 45699 Allianz Trade is a global leader in credit insurance and credit...

  • E-Commerce Customer Success Manager

    2 days ago

    London, United Kingdom Allianz Popular SL. Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: Area of Expertise: Customer Services & Claims Employing Entity: Euler Hermes UK - London Job Type: Full-Time Employment Type: Permanent ID: 45699 Allianz Trade is a global leader in credit insurance and credit...

  • E-Commerce Customer Care Expert

    2 weeks ago

    London, Greater London, United Kingdom DR. MARTENS Full time

    THE GIGThis isn't your typical customer care role. As a customer care expert, you will be a pivotal link to the Ecomm team, supporting day-to-day operations to deliver a full customer journey, whether its owning and driving FAQs changes to drive positive deflection, website auditing and amendments or reporting on and sharing tangible customer feedback to...

  • E Commerce Account Manager

    6 days ago

    London, United Kingdom Kelly Services (UK) Ltd Full time

    E Commerce Account Manager / London / £50k to £60k per annumAs E Commerce Account Manager, working with our client, a global pharmaceutical company specialising in dermatology, you will be the go-to expert for understanding specific customer needs. Your primary focus will be on delivering winning commercial propositions and ensuring meticulous financial...

  • E-Commerce Manager

    7 days ago

    London, Greater London, United Kingdom WARNERMEDIA Full time

    Every great story has a new beginning, and yours starts here.Welcome to Warner Bros. Discovery... the stuff dreams are made of.Who We Are... When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved...

  • E Commerce Analyst

    1 week ago

    London, United Kingdom Internetwork Expert Full time

    P lease apply with a CV and cover letter in English. INEOS Automotive – Grenadier – Built On Purpose Since Sir Jim Ratcliffe announced Project Grenadier in 2017, our team at INEOS Automotive has grown rapidly. Delivering quality work, with ambition to deliver outstanding results and who have a community mindset, believing together everyone achieves...

  • E Commerce Analyst

    2 days ago

    London, United Kingdom Internetwork Expert Full time

    P lease apply with a CV and cover letter in English. INEOS Automotive – Grenadier – Built On Purpose Since Sir Jim Ratcliffe announced Project Grenadier in 2017, our team at INEOS Automotive has grown rapidly. Delivering quality work, with ambition to deliver outstanding results and who have a community mindset, believing together everyone achieves...

  • E-commerce Executive

    3 days ago

    London, United Kingdom Prime Brands UK Full time

    **Location: Liverpool Street Office** **30 Days Paid Annual Leave, Including Bank Holidays** **3 Month Probationary Period** **Start ASAP** **Who are we?** We are an established online retailer with a wide portfolio of brands, selling across the fashion, home, lifestyle, and outdoor categories. We operate a direct-to-consumer business via online...