E-commerce Customer Service Representative

4 months ago

Sheffield, United Kingdom BTC Workwear and Merchandise Full time

Position Overview: As an E-commerce Customer Service Representative, you will play a vital role in ensuring a positive and seamless experience for customers engaging with our online platform. Your responsibility is to address customer inquiries, resolve issues, and provide exceptional support to enhance customer satisfaction and loyalty.

**Responsibilities**:

- **Customer Interaction**:

- Provide accurate and detailed information about products, services, and order status.
- Assist customers in navigating the website, placing orders, and troubleshooting any issues.
- **Order Management**:

- Process and track customer orders, ensuring accuracy and timely delivery.
- Collaborate with the warehouse and logistics teams to address shipping and delivery concerns.
- Handle order cancellations, modifications, and returns following established procedures.
- **Issue Resolution**:

- Investigate and resolve customer complaints, concerns, and escalations.
- Collaborate with other departments to resolve complex issues and provide timely solutions.
- Identify recurring issues and work towards implementing preventive measures.
- **Product Knowledge**:

- Stay informed about product features, specifications, and updates.
- Assist customers in making informed purchasing decisions by providing detailed product information.
- Collaborate with the marketing team to communicate promotions and product launches.
- **Communication**:

- Communicate effectively with customers, ensuring clarity and professionalism.
- Provide proactive updates on order status, shipping delays, and backorders.
- Collaborate with the marketing and sales teams to share customer feedback and insights.
- **Documentation**:

- Maintain accurate and detailed records of customer interactions and resolutions.
- Document common issues and contribute to the creation of a comprehensive knowledge base.

**Requirements**:

- Proven experience in customer service, preferably in an e-commerce environment.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and a customer-focused mindset.
- Familiarity with e-commerce platforms and order management systems.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Basic knowledge of products, services, and industry trends.
- Proficiency in using customer service software and tools.
- Flexibility to work weekends, holidays, or evenings as needed.

**Benefits**:

- Competitive salary
- Opportunities for career advancement
- Extra Holidays for Birthday and every year as an employee
- A supportive and inclusive work culture
- Overtime Opportunities
- Full training on site

Please Visit Our Etsy Shop To Get A Better Understanding What Products We Create.

**Salary**: £19,851.00-£23,795.00 per year

**Benefits**:

- Company pension
- Free parking

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Ability to Commute:

- Sheffield (required)

Ability to Relocate:

- Sheffield: Relocate before starting work (required)

Work Location: In person

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