Customer Service and Ecommerce Assistant

2 months ago

London, United Kingdom Consumer Additions Full time

With a focus on eCommerce, this role provides an exemplary level of customer service via a variety of channels, helping to resolve enquiries, as well as drive conversion. The Customer Service & eCommerce Assistant will manage inbound customer queries, and as such, serves as a key representative for the brand. As an integral member of the eCommerce team, serving as the first contact and support for many customers, a practical understanding of UX, omnichannel customer journeys, and an understanding of backend systems, is essential. The role also supports the wider eCommerce function to maintain site standards, improve UX and CRO, and deliver ad hoc projects, contributing to the overall success of the team and business.

**Key Roles & Responsibilities**
- Manage, process and report on returns and exchanges.
- Drive sales through customer engagement and support with product advice and suggestions.
- Support customers with operation of the eCommerce platform and proactively strive for successful order completion.
- Manage and process orders and financial transactions, including refunds, credit notes and gift cards.
- Act as a liaison between eCommerce backend and warehouse to fulfil customer orders.
- Manage and process ad hoc fulfilment from stores.
- Collate and report customer feedback to fix, improve and enhance the website and retail experience.
- Collaborate across departments to deliver objectives and serve our customers.
- Represent the company in an exemplary manner, upholding brand values and commitment to high levels of service.
- Support the eCommerce team to maintain site standards and deliver ad hoc projects.
- Support with ad-hoc administrative tasks and duties.

**Qualifications**
- 2-3 years’ experience in customer service or customer-facing role.
- Working knowledge of warehousing and POS systems, as well as Shopify and Customer Data Platforms.
- Confident self-starter, with meticulous attention to detail.
- Highly proficient team player.
- Excellent organisational skills and time management.
- Possess a customer-centric mindset.
- Strong problem-solving abilities.
- Ability to multitask and thrive under pressure.
- Strong written and verbal communications skills, demonstrating a passion for delivering excellent experiences.
- Ability to form and maintain strong relationships with key stakeholders.
- High levels of IT literacy, including MS Office.

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