Job Location : City of London, UK
The Ecommerce Operations and Customer Service Executive will be passionate and proactive in ensuring customers receive a first-class service. As the first point of contact for a growing e-Commerce business this is a key role with a 360 view on all aspects of order management and fulfilment. Candidates must also be fully conversant on current EU and UK retail legislation.
Responsibilities
Own all e-mail and telephone communication.
Manage communication / feedback and messaging on social media channels.
Timely resolution of all queries and complaints whilst managing customer expectations to reduce instances of re-contact
Support customers and develop a depth of understanding and affinity for products and ranges.
Escalate complaints and claims to the relevant member of management when necessary
Maintain and regularly update online FAQ pages to enable customers to resolve queries without the need to make contact.
Achieve and sustain a high standard of response times and response rates, improving customer satisfaction and reducing occurrences of re-contact
Ensure that all customer data is processed in a manner that is compliant with GDPR requirements
Work closely with the warehouse team, to support refund and credit processing.
Manage and investigate payment disputes.
Identify and monitor potential fraudulent customer activity, escalating to the e-Commerce Manager when appropriate, to protect the profitability of the business
Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail, DPD, Doddle and any other 3rd party service provider
Requirements
Currently working in a customer service role, with a minimum 12 months’ experience of customer service within a digital retailing environment
A great communicator, with written and verbal communication skills
Resilient and able to act on own initiative in the absence of the e-Commerce Manager
An intermediate user of MS Office, specifically Outlook and Excel
Possess great problem-solving skills
Familiar with working with 3rd party logistics suppliers such as Royal Mail and DPD
Experience with Magento would be a benefit
Salary : 25000 - 27000
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