E-commerce Sales and Service Assistant

7 months ago

Altrincham, United Kingdom Nova Recruitment Full time

**Pick and Packing**

Accurately pick and pack customer orders. Log all dispatched orders and schedule courier collection.

**CRM**

Implement a strong CRM journey from awareness to consideration to retention to loyalty. Follow up on all enquiries. Actively drive positive reviews.

Live Chat Responses

Inbound calls from customers relating to product and order queries, order status.

Messenger and Instagram enquiry responses

TikTok account and TikTok seller central query responses

First point of contact for escalations pertaining to faults/ delayed delivery/ damaged goods. Log all customer escalations and resends. Issue DOR forms to customers. Actively follow up with couriers for resolutions on ongoing escalations.

**Admin**

Amazon and TikTok Shop listings and order management.

Weekly TikTok Shop fulfilment - Investigate any orders that have not been successfully delivered.

Provide support to TikTok lives and ‘Pack with me’ Lives. Offering guidance to livestreams.

**Adhoc projects**

Such as retail distribution, website amendments

**Qualifications and Education Requirements**
- Strong literacy and communications level of education.
- Excellent customer service experience
- Minimum 2 years’ experience in a customer-facing environment.

**Skills and attributes**
- Strong problem-solving skills
- proactive and able to use initiative and make logical decisions
- Ability to act quickly to last-minute requests and changes.
- Able to work autonomously
- Preferred experience working with retail eCommerce platforms
- Highly computer-literate, particularly in Word, PowerPoint, Excel.

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Work from home

Ability to commute/relocate:

- Altrincham: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Retail sales: 1 year (preferred)
- Customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Reference ID: E-commerce sales and service assistant

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