Job role
Answering customer queries via email, phone and live chat, while adhering to the businesses KPI’s and providing an excellent service.
Processing returns and exchanges within the order management system. This would also include reaching out to customers in some circumstances to ensure the correct action is taken.
Capturing all customer enquiries within our CRM system accurately, in order to give us accurate stats to report back to the business.
Contacting product teams to get answers for customer enquiries where we don’t have the knowledge or information.
Checking product availability and recognising if there is potential for more stock to be made available.
Handling complaints or escalating them to the relevant teams where necessary.
Liaising with couriers for delivery disputes.
Highlighting website issues to the relevant teams.
Assisting the merchandiser for tasks relating to stock within SAP (full training will be provided)
Investigating order issues using a variety of systems and logging with the relevant people.
Experience and skills
Experience working in a customer service role.
Strong communication skills.
Excellent IT skills (including Microsoft office, particularly excel)
Keen eye for detail
Pro-activeness
Administrative skills (preferred)
Knowledge of E-commerce (preferred)