Customer Care

2 weeks ago

Norwich, United Kingdom Mabel & Fox Full time

We currently have a VERY exciting role available to work with us here at Mabel & Fox

**Customer Care & Business Support Assistant**

Mabel & Fox might be small, but we certainly pack a punch We are a rapidly growing independent, online retailer specialising in Baby & Toddler essentials. Based in South Norwich and established by a Mum on maternity leave in 2015, we have since grown rapidly and have an amazing team of 7 working from our Warehouse & Office in Mulbarton. Due to recent growth, we are now looking for a talented and self-motivated individual to join our successful business.

The primary focus of this position is the consistent delivery of excellent customer service across all points of contact. In addition, you will be required to provide additional support across other departments within the business as and when required.

The hours for this position are **Monday - Friday 9am

**Customer Care Responsibilities**:

- Responding to all enquiries to our customer service inbox
- Responding to all product questions via our website
- Managing all returns and exchanges within our advertised timeframes
- Monitoring the successful delivery of customer orders, liaising with courier partners and resolving any delivery issues whilst keeping customers updated
- Ownership of all courier partner claims
- Managing all faulty product claims with our Brands & Manufacturers
- Working closely with the Operations Manager to build a Customer Service Manual to ensure all customer care processes are in place and consistently followed
- Monitoring all social media messages and comments, to build our engagement and community relationship.

**Business Support Assistant Responsibilities**:
Due to being a small team, we anticipate that you will be required to support various departments within the business. This could be anything from supporting our warehouse team with the processing of orders, working with our branding team on social media projects or getting creative with packaging and labelling products and supporting with personalised orders. This job will be very varied and you will certainly not be bored.

**Experience & Skills**
- Excellent communication and customer care skills and enjoy engaging with customers.
- Excellent literacy skills, with a strong grasp of the English language and ability to write with fluency.
- A strong eye for detail.
- I.T literate; must be able to operate Microsoft Office programs including Excel and Word.
- Experience with the web platform Shopify is a big plus.
- Ability to work in a methodical way, managing your own time to ensure you keep on top of workload.
- A keen interest and understanding of the Baby & Toddler industry is advantageous.
- Strong interpersonal skills and the ability to communicate well within a team environment.
- An excellent work ethic, a can-do attitude, proactive and has a desire to learn.

The position is a part time position with the following hours:
**Monday - Friday 9-3pm**

**Salary £19-22k (pro-rata)**

**Job Type**: Part-time
Part-time hours: 30 per week

**Salary**: £19,000.00-£22,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Employee discount
- Free parking
- On-site parking

Schedule:

- Monday to Friday

**Experience**:

- customer service: 2 years (required)

Work Location: In person

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