![Sarah Chapman London](https://media.trabajo.org/img/noimg.jpg)
Customer Services and Operations Representative
2 weeks ago
Role:
An exciting opportunity for a Customer Experience Superstar
Sarah Chapman London seeks a proactive, motivated individual with excellent communication skills and commitment to customer satisfaction to join our fast-growing business. This will start as a Fixed-term maternity cover role
The Role
As the Customer Services & Logistics Representative, you'll manage day-to-day customer service operations, respond to queries via email/phone within SLAs, process B2B orders, liaise with our warehouse provider and sales teams, and uphold brand reputation through strong 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 NPD
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
- Customer-centric approach
- 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
- Creative solution thinker and boundary challenger
- Tenacious, self-motivated with a 'can-do' attitude
- Results-oriented and proactive in problem-solving
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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