JOB OVERVIEW

Working with our CRM (Shopify), order management system (Peoplevox) and returns software (Loop) you will ensure all orders, refunds and exchanges are completed promptly. You will be responding to customer queries through a variety of platforms and ensuring a high level of customer service is maintained, liaising with other departments and ensuring that all order and inventory records are kept up to date. Previous experience with e-commerce systems is preferred.

REQUIREMENTS

*Experience within the e-commerce industry
*A high level of accuracy and attention to detail when processing paperwork
*Strong customer focus – previous experience working within an e-commerce Customer Services role, particularly within returns/exchanges and customer queries
*Ability to build strong customer relationships quickly
*Strong IT skills – the ability to write articulate emails to customers on a daily basis, plus any experience using a database/CRM/CMS would be advantageous
*Experience of Customer Service tools
*Experience dealing with couriers.
*The ability to quickly and efficiently build up a product knowledge
*Strong organisational skills – able to multi task
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
What we can offer you:
A competitive salary
Annual pay reviews
20 days annual leave, plus Bank Holidays and an extra day off for your birthday
Company pension
Staff discount
Free on-site parking
Job Type: Full-time
Job Types: Full-time, Permanent
Pay: £25,396.80-£28,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Employee discount
• Free parking
• On-site parking

Work Location: In perso

Customer interaction via phone, email, live chat and social media.
Order amendments and customer requests.
Take ownership of customers’ issues and follow problems through to resolution.
Courier liaison.
Ensure refunds and exchanges are done as quickly as possible.
Respond to customer reviews on TrustPilot and maintain our high rating.
Identifying faulty or non-returnable items.
Liaise with suppliers for credits for faulty goods.
Data entry for credits / faulty stock
Measuring of stock.
Maintain a high standard of customer care
Keep accurate records
Responding to payment disputes on Klarna, PayPal & Shopify
General Administration Tasks