​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.

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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)