Customer Care Assistant

Recruiter
Shrimps
Location
London (Central), London (Greater) (GB)
Posted
21 Apr 2021
Closes
21 May 2021
Function
Customer Service
Contract Type
Permanent
Hours
Part Time

We are looking for a passionate customer service assistant to work across both the eCommerce and Wholesale departments to deliver the best customer experience with smooth coordination and communication across the brand. This is a part-time role and with an immediate start.

The role:

eCommerce:

  • To be a brand ambassador, acting as the primary point of contact for all customers, ensuring the best customer service aligned to brand message
  • Prioritize and process all customer enquiries, via email, phone or any other communication, ensuring that all customer communication is of the highest standard. 
  • Assisting with product and service enquiries as well as order placement, monitoring order status, returns and exchanges
  • Investigate and resolve all customer complaints, escalate process where needed, in a professional and timely manner
  • Work closely with the eCommerce Manager and report relevant information in order to improve the customer service 
  • Act as a liaison between the eCommerce team and any third party (courier’s for example)
  • Liaise effectively with all other departments as required.
  • Ensure that all systems and processes are followed with regards to returns and refunds policies. 
  • Act as a liaison between the customer service team and the warehouse.
  • Investigating out of stocks and any discrepancies in discussion with the warehouse.
  • Work alongside the the eCommerce team to eliminate any pain points along the customer journey
  • Assisting where needed to support the business

Wholesale:

  • Raise all pick tickets for the UK warehouse, oversee the picks for the US and manage the priorities with the warehouse.
  • Ensure the warehouses are aware of all the customers packing requirements.
  • Send all delivery notes, tracking numbers to the Wholesale Manager
  • Working with customers and warehouse on all goods ready dates, shipment terms and customer requirements
  • Liaising with customer and 3rd party forwarders
  • Liaising with Wholesale manager and accounts to raise and send all customer invoices
  • Managing all seasonal Pre-Order’s with VIP customer

The person:

  • To have a genuine interest in fashion, a passion for the brand, product and customer service
  • Highly organized with a strong attention to detail
  • Experience providing the best customer service
  • Strong verbal and written skills, fluent in English
  • Exceptional organizational skills and ability to prioritize tasks communicating across departments to balance workload
  • Be flexible and proactive, able to work in a fast-paced environment with a can-do approach 
  • Proficient use of MS Office a must

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