Customer Service Representative

4 weeks ago

Shoreham by Sea, United Kingdom Watches and Crystals Full time

Job description

Watches and Crystals is a diverse company and cover sales nationally and internationally in the luxury and fashion watch and jewellery market. Due to expansion we are looking for an additional hard working person to join our busy team and help with stable expansion in our ever growing team.

Job Summary: An E-commerce Customer Service Agent is responsible for handling customer inquiries and resolving customer issues related to online orders, shipping, returns, and product information. They provide exceptional customer service to ensure customer satisfaction, increase brand loyalty, and drive sales.

Duties and Responsibilities:

- Handle and resolve customer complaints and issues related to online orders, shipping, returns, and product information.
- Process and track customer orders and shipments using the company's e-commerce platform.
- Work collaboratively with other departments such as the warehouse, logistics, and product teams to resolve customer issues.
- Communicate with customers to provide updates on their order status and resolve any issues or delays.
- Educate customers on product features and benefits, as well as company policies and procedures.
- Handle customer refunds and exchanges.
- Document customer interactions and transactions in the company's database.
- Monitor customer reviews and feedback on various platforms and respond appropriately.
- Identify and escalate customer issues that require additional support or attention.
- Assist with the development of customer service policies, procedures, and training materials.
- Stay up-to-date with product knowledge, e-commerce industry trends, and customer service best practices.

Qualifications:

- High school diploma or equivalent; some college education preferred.
- Previous experience in customer service, preferably in an e-commerce environment.
- Excellent communication and interpersonal skills.
- Ability to handle and resolve customer complaints and issues in a professional and courteous manner.
- Strong problem-solving and critical thinking skills.
- Ability to multitask and manage time effectively.
- Knowledge of e-commerce platforms and customer service software.
- Familiarity with online shipping, returns, and order processing.
- Attention to detail and accuracy.
- Ability to work flexible hours, including evenings and weekends.

Physical Requirements:

- Sitting for extended periods of time.
- Using a computer and phone for extended periods of time.

**Salary**: £21,000.00-£24,000.00 per year

**Job Types**: Full-time, Permanent

**Salary**: From £23,000.00 per year

**Benefits**:

- Employee discount
- On-site parking

Schedule:

- 8 hour shift
- Day shift

Supplemental pay types:

- Yearly bonus

**Experience**:

- Client Services Occupations: 1 year (preferred)

Work Location: In person

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