Web Support Assistant

4 weeks ago

Dorset, United Kingdom Helen of Troy Full time

We have an immediate opening for our Osprey Europe Headquarters in Poole, Dorset, UK for a:
Web Support Assistant

Look around your home, and you'll find us everywhere:
In your kitchen, living room, bedroom, bathroom, garage and outdoors. We are already making your everyday lives better. How are we achieving this? We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. And whether you are just starting your career or in need of a new challenge, we recognize, develop, and empower talent

Helen of Troy (NASDAQ: HELE) is a global designer, developer, and worldwide marketer of well recognized and widely trusted brands via 3 business segments : Health & Wellness that include brands such as

Braun

®, Vicks®, or Honeywell®; Home & Outdoor with the

OXO

® family of brands,

Hydro Flask

® or

Osprey

®; and Beauty with

Hot Tools

® or Revlon® for example.

About the role

Reporting to the Web Support Supervisor, this role’s primary purpose is to deliver outstanding customer service to consumers and to periodically review the ‘sale-to-delivery’ process to ensure it is optimized. The Web Support Assistant will also assist the department in ensuring that every customer experience is memorable and class-leading, by reviewing processes and improving the delivery of Customer Service-related content.

What you’ll do in the role- Field & handle all incoming calls via the dedicated website number-
- Field & handle all Chats and Tickets via the website Live Chat platform- Liaise with Warehouse to support dispatch process- Manage the returns process (including creating sage returns, logging on call-off log and refunding the customer)- Liaise with the Finance team to check that systems match in terms of ‘banked’ money plus reconciling returns- Liaise with couriers & customers regarding delivery issues as required.-
- Identify repeat enquiry types and work with the Web Team to encourage self-help on website by introducing new FAQs and other process changes.- Keep website search terms up to date.- Manage website reviews, setting these live and responding to customer queries- Take responsibility for the department in respect of:
- Making sure all orders are processed and dispatched on time by the warehouse.- That the order process within Magento is optimised-
- That the returns form is ‘current’ and the returns process is optimised- Liaising with the web and legal teams to lead the improvement of the FAQ section of the website.- Challenge existing processes and introduce new procedures to maximise efficiency

What will help you do the job well

Essential:
- Fluent in English (spoken and written)- Experience in Customer Service - Ideally will have at least 2+ years in a Customer Service setting- Excellent MS Office knowledge (Excel, Word)

Nice to have:
- Experience with Sage/Magento or other CRM systems- Experience of working in the Outdoor/Sports industry

About you

About us

Many of our products rank as #1 brand in their category
- we are proud to be market leaders. Behind all these achievements stand exceptionally talented and passionate associates. We are a dynamic mid-size multinational company that offers challenges and opportunities equal to your talents and abilities. Our 15+ locations elicit unique team cultures; our powerful brands are marketed in approximately 75 countries.

If you want to join us on this journey you can find out more on

/emea. You can also find us on our career website

or on

LinkedIn

,

Glassdoor

,

Facebook

,
- Instagram

and

Twitter


What do we offer?- Competitive compensation package depending on experience and skills- Flexible work policy with regards to working hours and work from home- Modern office with collaborative workspaces- Employee assistance counselling line- Employee discounts on all our EMEA products- Lunch and Learns, a super motivated Learning & Development team delivering hard and soft skills training to challenge yourself and access to Precipio’s learning platform, where you can choose over thousands of courses to satisfy your hunger for knowledge.- Company closure between Christmas and New Year’s- Employee Stock Purchase Plan- The chance to work in an international, diverse, and inclusive environment

Sound like a perfect fit?

If you’re seeking an exciting professional position in a dynamic international environment and be empowered to inspire fresh ideas, then Helen of Troy wants to get to know you

LI-HL1

LI-Remote

Incorporated in 1968, Helen of Troy has grown into a leading global consumer products company with career opportunities in North America, South America, Europe, and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Osprey®, Honeywell®, PUR®, Braun®, Vicks®, Hot Tools®, Drybar®. Most of these brands rank #1 or #2 in their respective catego

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