E-Commerce Customer Service Associate

at  Vivienne Westwood

VIVIENNE WESTWOOD IS ONE OF THE MOST ICONIC BRITISH FASHION BRANDS WHO CARES AND BELIEVES IN ITS PEOPLE AND THE ENVIRONMENT. IF YOU’RE INTERESTED IN BEING PART OF AN ORGANISATION THAT PRODUCES QUALITY PRODUCTS, PROMOTES AWARENESS FOR A BETTER WORLD, AND PROVIDES A EXCELLENT BENEFITS PACKAGE TO SUPPORT ITS EMPLOYEES, KEEP READING….

Vivienne Westwood is looking for an enthusiastic French speaking E-commerce Customer Service Associate to join our expanding team in our Merton Office. The role will involve liaising with customers and potential customers via live chat, telephone, and email to increase order values and assist customers with their queries. This role offers a fantastic opportunity to work in a customer-led environment that is fast paced and interactive, delivering exceptional standards of customer service.

KNOWLEDGE AND EXPERIENCE:

• Fluency in FRENCH is essential for this role.
• A minimum of 2 years’ experience in an E-commerce Customer Service environment.
• High-level of multi-tasking with an element of urgency to support the volumes that can arise.
• Experience in working with a CRM system is highly advantageous

TECHNICAL SKILLS:

• Knowledge of Zendesk, Retail Pro, Salesforce Commerce Cloud.
• Proficient in Microsoft Office Suite.
• High level IT and analytical skills.

KEY RESPONSIBILITIES

• Providing outstanding customer service, liaising directly with customers and clients on all platforms.
• Handling customer queries via email, live chat, social media platforms in an effective manner.
• Maintaining high Customer Service standards, providing helpful assistance and efficient service.
• Communicating with team members on matters related to shipping, receiving, and inventory management to present accurate information to the customers.
• Proactively keeping customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements.
• Dealing with internal process from start to finish.
• Processing customer parcels received by E-commerce, working closely with Warehouse and Logistics on customers’ returns and redeliveries,
• Monitoring and replying to customer queries across all our platforms, tracking customer orders and updates to support customer brand insight and information.