E-Commerce Customer Service Representative

4 weeks ago

London, Greater London, United Kingdom Vivienne Westwood Full time

Vivienne Westwood - A Leader in Sustainable Fashion

We are seeking an enthusiastic and skilled Italian speaking E-commerce Customer Service professional to join our expanding team in our Merton Office.

The successful candidate will be responsible for providing outstanding customer service, handling customer queries via email, live chat, and social media platforms in an effective manner. Maintaining high customer service standards will be key to this role, providing helpful assistance and efficient service.

Key Responsibilities:

  1. Provide exceptional customer service, liaising directly with customers and clients on all platforms
  2. Handle customer queries via email, live chat, social media platforms in an effective manner
  3. Maintain high customer service standards, providing helpful assistance and efficient service
  4. Communicate with team members on matters related to shipping, receiving, and inventory management to present accurate information to customers
  5. Proactively keep customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements
  6. Deal with internal processes from start to finish
  7. Process customer parcels received by E-commerce, working closely with Warehouse and Logistics on customers' returns and redeliveries
  8. Monitor and reply to customer queries across all our platforms, tracking customer orders and updates to support customer brand insight and information

Key Requirements:

  • A minimum of 2 years' experience in an E-commerce Customer Service environment
  • A high-level of 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 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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