Ecommerce Assistant

6 months ago

Leicester, United Kingdom Hirix International Ltd Full time

'''Duties'''

Order Assistance: Assisting customers with order placement, tracking, cancellations, and modifications.

Product Information: Providing detailed information about products, including specifications, availability, pricing, and promotions.

Problem Resolution: Resolving customer issues, including order discrepancies, damaged items, and billing disputes, to ensure customer satisfaction.

Returns and Refunds: Guiding customers through the return process, issuing refunds, and managing returns and exchanges.

Technical Support: Assisting customers with technical issues related to the website, login, or payment processing.

Shipping and Delivery Information: Providing customers with shipping and delivery details, estimated arrival times, and order status updates.

Payment Processing: Helping customers with payment-related inquiries, including payment methods, payment failures, and billing questions.

Warranty and Guarantee Information: Explaining product warranties, guarantees, and after-sales support to customers.

Up-selling and Cross-selling: Identifying opportunities to recommend related products or promotions to increase sales.

Handling Complaints: Managing and de-escalating customer complaints or negative feedback to maintain a positive brand image.

Knowledge of Policies: Understanding and explaining company policies, including return policies, privacy policies, and terms and conditions.

Multilingual Support: Providing customer service in multiple languages if the e-commerce business serves a diverse customer base.

Data Entry: Accurate and timely data entry for order processing, customer account management, and case tracking.

Feedback and Reporting: Gathering customer feedback, suggestions, and complaints to help improve the e-commerce platform and customer service processes. Generating reports on customer service metrics and performance.

Training and Development: Keeping up-to-date with product knowledge, industry trends, and customer service best practices through ongoing training and development.

Quality Assurance: Monitoring and ensuring the quality of customer interactions and providing feedback to improve service quality.

Team Collaboration: Collaborating with other departments, such as the logistics team and product management, to address customer needs and concerns effectively.

Time Management: Efficiently managing time to handle multiple inquiries and tasks simultaneously and meet service level agreements (SLAs).

Effective e-commerce customer service representatives should be empathetic, patient, and skilled in communication. They should strive to provide a positive customer experience, resolve issues efficiently, and represent the e-commerce brand in a professional and helpful manner.
- Develop and implement e-commerce strategies to drive online sales and revenue growth
- Manage and optimize product listings on various e-commerce platforms
- Conduct market research to identify trends and opportunities in the e-commerce industry
- Monitor and analyze website traffic, sales performance, and customer behavior using analytics tools
- Collaborate with cross-functional teams to ensure seamless integration of e-commerce initiatives
- Coordinate with vendors and suppliers to ensure timely delivery of products
- Stay up-to-date with industry best practices and emerging trends in e-commerce

'''Qualifications'''
- Bachelor's degree in Business, Marketing, or a related field
- Proven experience in managing e-commerce platforms and driving online sales
- Proficient in using e-commerce platforms such as Shopify, WooCommerce, or Magento
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Excellent communication and interpersonal skills to collaborate effectively with team members and external partners
- Detail-oriented with strong organizational skills to manage multiple projects simultaneously
- Knowledge of SEO best practices and digital marketing strategies is a plus

If you are passionate about e-commerce, have a strong understanding of online consumer behavior, and thrive in a fast-paced environment, we would love to hear from you. Join our team as an E-commerce Specialist and contribute to our continued success in the digital marketplace.

**Job Type**: Part-time

**Salary**: £10.00-£12.00 per hour

Expected hours: 25 per week

Schedule:

- Monday to Friday

Ability to commute/relocate:

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

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Digital marketing: 1 year (preferred)
- Marketing: 1 year (preferred)

Work Location: In person

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