Customer Services and Operations Representative

2 weeks ago


London, UK, United Kingdom Sarah Chapman London Full time

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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