Online Customer Service Associate
4 days ago
JOB TITLE: Online Customer Service Associate
LOCATION: London, United Kingdom
JOB TYPE: Full-time, Permanent
REPORTING TO: Operations Manager
**_About BAPE_**
**BAPE** is a leading premium streetwear brand that offers iconic designs and original patterns such as "BAPE® CAMO", "BAPE STA", "SHARK HOODIE" and "BABY MILO®". In its global expansion, BAPE now has presence worldwide in the US, UK, China and various Asian countries. Best-known for its unique collaborations, it is highly supported by a wide range of fashionistas.
**Job Overview**
At **BAPE**, we believe in creating a culture of respect and inclusion. It is hugely important to our organization that team members actively support one another as we are all working towards a common goal, which is to deliver exceptional customer service and provide a delightful shopping experience. In contribution to the business’ growth and success, you will be given the opportunity to work cross-functionally and engage in ad-hoc projects on some occasions. We value creative, collaborative work ethic whilst maintaining a high level of professionalism and conduct.
**_Job Description_**
The Operations Associate for the **BAPE UK Online store** holds an integral role in ensuring that customer orders are fulfilled efficiently and to deadline. The Operations Associate must ensure that the Company’s Service Level Agreement (SLA) is met and orders are accurate to what the customer has ordered, along with highly accurate picking and packing maintenance. The Associate is productive as an individual or team, driving all online store Key Performance Indicators (KPI) such as order picking and packing per hour rate, orders shipped promptly in accordance to the SLA, and any other relevant performance indicators.
Maintaining online stock accuracy is imperative to ensure the online product offer is accurate and abandoned baskets are kept to a minimum. In the event there are any stock inaccuracies, the associate is to resolve these issues quickly and effectively in order to achieve customer satisfaction.
The Customer Service Associate must maintain the online store systems and identify any problem areas, they should have the ability to offer sound solutions that will minimize the impact to customers. It is also integral for the Operations Associate to maintain vendor relations with service providers.
Key Responsibilities
- Online orders are fulfilled in line with agreed proposition and KPIs
- Orders are picked, packed and shipped accurately and in a timely manner
- The fulfilment area is maintained and organized, limiting health and safety risks
- Manage customer service and relations through all platforms (Store and Online)
- Process returns and payments
- Manage systems and Vendor relations
- Transactional activities including chargeback investigations
- Ensure business report in updated and sent to agreed personnel’s
**Personal qualities & qualifications**
- 2 years minimum of customer service experience
- Excellent written and verbal communication skills
- Able to prioritise workload efficiently
- Experience and comfort with multi-tasking
- High attention to details
- Good at problem solving
**Job Types**: Full-time, Permanent
Additional pay:
- Bonus scheme
**Benefits**:
- Company events
- Company pension
- Employee discount
- Sick pay
Schedule:
- 8 hour shift
- Weekend availability
Application question(s):
- What's your expected salary?
**Experience**:
- Online operations: 1 year (preferred)
- Customer service: 2 years (preferred)
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