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E-Commerce Customer Service Representative

2 months ago

Wimbledon, Greater London, United Kingdom Vivienne Westwood Full time

Vivienne Westwood is a renowned British luxury fashion brand that prioritizes its employees' well-being and the environment. If you're passionate about working for a company that values quality, sustainability, and employee benefits, read on.

About the Role

We're seeking an enthusiastic and Italian-speaking E-commerce Customer Service Associate to join our expanding team in our office. As a key member of our customer-facing team, you'll be responsible for providing exceptional customer service, resolving customer inquiries, and ensuring a seamless shopping experience.

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 high level of customer satisfaction.
  • Maintain high customer service 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 inquiry progress, assisting with exchanges, returns, cancellations, refunds, or order replacements.
  • Deal with internal processes from start to finish.
  • 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 Italian is essential for this role.
    • A minimum of 2 years' experience in an E-commerce Customer Service environment.
    • High-level multi-tasking with an element of urgency to support the volumes that can arise.
    • Experience in working with a CRM system is highly advantageous.
  • 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.