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E-Commerce and Customer Service Coordinator

1 month ago

London, Greater London, United Kingdom Emilia Wickstead Full time
Job Description

Purpose: We are seeking a highly skilled E-Commerce and Customer Service Coordinator to join our team at Emilia Wickstead. As a key member of our online trading team, you will be responsible for delivering exceptional customer service and championing our service offering.

Key Responsibilities:

  • Provide exceptional customer service and support to our online customers via email, LiveChat, phone, and other channels.
  • Work closely with the E-commerce Manager to ensure seamless customer experience from website arrival to order completion.
  • Develop and maintain in-depth product knowledge to advise clients and build strong online relationships.
  • Administrate and oversee the returns process, ensuring refunds and stock processes are adhered to.
  • Resolve customer issues in a timely and supportive manner.
  • Provide customer sales after-care, ensuring customer feedback is recorded and acted upon.
  • Report on customer issues and product feedback to the wider team.
  • Be the first point of contact for the dispatch team and organise shipping of all online orders.

Requirements:

  • Impeccable written and spoken English.
  • 3-5 years E-commerce experience.
  • Use of Shopify platform experience essential.
  • On-line CRM experience essential.
  • Strong customer service skills and experience.
  • An enthusiastic and positive attitude with the willingness to learn.
  • Advanced Excel/Google Sheets skills preferable.
  • Photoshop skills desirable.
  • Flexibility to work from both our Head Office and store in Sloane Street.