Social Media Customer Service Executive

3 days ago


Hertford, United Kingdom it Luggage Full time

We are an international, innovative, and passionate travel goods business, with our Head Office in Hertford, offices in USA, China and Hong Kong, and our manufacturing and supplier base in China.

We are looking for an enthusiastic, helpful social media & customer experience assistant

with excellent customer service and IT skills, who is ready to hit the ground running in our team

The role includes, but is not limited to:

- Dealing with customer warranty claims and seeing through to resolution
- Dealing with online order returns and refunds
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer enquiries/complaints
- Communicating with customers, being the main point of contact for multiple social media accounts (Twitter, Facebook, Instagram, Shopify)
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Ensure customer satisfaction and provide professional customer support
- Using inhouse systems and Excel to produce management reports
- Ensure timely responses in line with Service Level Agreements (SLA’s)
- Previous experience within a call centre/customer service role
- Previous experience within customer service, web chat and responding to customers via social media
- You must be able to use your initiative, be highly organised and have excellent written and verbal communication skills
- Maintain professional, presentable, and courteous image
- Be customer orientated with a flexible, can-do attitude
- Be competent in using MS Office, especially Excel & Outlook
- Be able to handle lightweight but bulky luggage samples

Our office hours are Monday to Friday, and you will get to work in a close-knit, supportive, and reliable team where full training will be given.



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