E-Commerce Customer Service Representative
1 week ago
Vivienne Westwood: A Leader in Sustainable Fashion
Vivienne Westwood is a renowned British fashion brand that prioritizes its people and the environment. If you're passionate about working for a company that produces high-quality products, promotes eco-awareness, and offers excellent benefits to support its employees, read on.
We're seeking a highly motivated French-speaking E-commerce Customer Service Associate to join our expanding team in our Merton office. As a key member of our customer-facing team, you'll be responsible for providing exceptional customer service, resolving queries, and driving sales growth through effective communication.
Key Responsibilities:
- Provide outstanding customer service, responding to customer inquiries and resolving issues in a timely and professional manner.
- Handle customer queries via email, live chat, and phone, ensuring a seamless customer experience.
- Maintain high customer satisfaction standards, providing helpful assistance and efficient service.
- Communicate with team members on matters related to shipping, receiving, and inventory management to ensure accurate information is provided to customers.
- Proactively keep customers informed of enquiry progress, assisting with exchanges, returns, cancellations, refunds, or order replacements.
- Deal with internal processes from start to finish, ensuring efficient resolution of customer issues.
- Process customer parcels received by E-commerce, working closely with Warehouse and Logistics on customers' returns and redeliveries.
- Monitor and reply to customer queries across all platforms, tracking customer orders and updates to support customer brand insight and information.
Key Requirements:
- Knowledge and Experience:
- Fluency in French is essential for this role.
- A minimum of 2 years' experience in an E-commerce Customer Service environment.
- Technical Skills:
- Knowledge of Zendesk, Retail Pro, Salesforce Commerce Cloud.
- Proficient in Microsoft Office Suite.
- High-level IT and analytical skills.
- Competencies:
- Exceptional communicator, with strong interpersonal skills.
- Team player with a collaborative mindset and enthusiasm.
- Self-motivated, able to work independently on set tasks.
- Excellent organisational skills and time management.
- Strong analytical, verbal, and written communication skills.
Benefits:
- Staff discounts
- Training
- Health & Wellbeing support (includes Private Medical Health Insurance, EAP, Gym Discounts, Access to Financial Planning Service, etc.)
- Cycle to work scheme
- Generous annual leave allowance
- Pension Scheme
- Perkbox membership: access to a wide range of perks, discounts, and wellness resources
- Opportunity to develop new skills and progress in your career
- Opportunity to work for a company that cares and believes in its people and the environment
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