Customer Services and Operations Representative

6 days ago


London, UK, United Kingdom Sarah Chapman London Full time

Role:

An exciting opportunity for a Customer Success Superstar


Sarah Chapman London seeks a proactive, motivated individual with excellent communication skills and commitment to customer satisfaction to join our fast-growing business.


The Role

As the Customer Services & Logistics Representative, you will be at the forefront of our customer interactions, managing day-to-day customer service operations. Your role will involve responding to queries via email and phone within established service level agreements (SLAs), processing B2B orders, liaising with our warehouse provider and sales teams, and upholding our brand reputation through meticulous attention to detail and professionalism.


Responsibilities

  • Handle customer calls professionally, resolving queries promptly
  • Manage customer service inbox (orders, queries) via Gorgias and B2B orders via Outlook and Cin7
  • Collaborate with commercial teams to resolve issues (orders, restocks, international stock)
  • Investigate lost/delayed orders with our warehouse provider
  • Assist Finance/Operations with refund queries
  • Report on customer queries, feedback, and opportunities for improvement
  • Manage returns, process refunds via Shopify
  • Compensate clients with discounts/gifts to retain them
  • Identify process improvements for better customer experience
  • Report faulty/damaged products, allergic reactions for new product development

Experience

  • 2+ years of customer service experience (required)
  • Familiarity with multiline phones, ticketing systems
  • Proficiency with payment platforms and ERP systems (Cin7, Shopify, Xero etc)


Skills

  • A customer-centric approach that prioritizes building relationships and understanding client needs.
  • Appropriate tone and conduct for luxury environment
  • Handling complaints and demanding customers with patience
  • Strong decision-making, problem-solving, and analytical abilities
  • Excellent communication skills for customer and internal liaison
  • Ability to adhere to business SLAs and thrive in a fast-paced environment


Our Ideal Candidate

  • Aligns with our core values: Integrity, Resilience, Commitment, Innovation
  • Passionate about INDIE beauty and skincare
  • Agile, flexible, and considerate of diversity and inclusivity in all interactions
  • Creative solution thinker and boundary challenger
  • Tenacious, self-motivated with a proactive 'can-do' attitude
  • Results-oriented with a focus on delivering exceptional customer service.


This is a Hybrid role, with 1 day working from home and 4 days in the office which is located on The Kings Road Chelsea, London SW3



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