East London
14 Jan 2022
27 Jan 2022
Customer Service
Contract Type
Full Time

POSTER GIRL  is a close knit and dynamic group of hard working innovative individuals, who support each other across departments in order to constantly grow the brand. The company is currently looking for a resourceful & gifted Customer Services assistant  to join the team. This role will be focused on delivering an exceptional client experience, across all touch points including phone, email, social and chat.

The candidate should be well versed in the current digital innovations which could be applied to the department in order to enhance client experience. 

The ideal candidate will be self-motivated with an upbeat, solution-oriented personality, and excellent communications skills. They will enjoy fast-paced environments, multi-tasking, and offer friendly and encouraging service to all clients. This role will report to the Sales Director 

The Role: Customer Service Associate

Job Responsibilities

As part of the customer service team in a fast-growing and fast-paced wholesale & D2C fashion business, you will be responsible for:

  • Accomplish customer service and organisation mission by completing related results as needed.
  • Record customer inquiries by documenting inquiry and response in customers’ accounts.
  • Improve quality service by recommending improved processes; identifying new product and service applications.
  • Creating detailed client profiles within the CRM system in order to solidify and nurture the D2C client base.
  • Respond to customer inquiries, reviewing previous inquiries and responses; gathering and researching information, verifying customer’s understanding and reasons for outcome. 
  • Prepare for customer inquiries -  studying products, services, and customer service processes.
  • Assisting customers with order enquiries via email, telephone and Live chat 
  • Maintain customer relationships by responding to inquiries; documenting actions.
  • Provide product and service information to customers
  • Provide an impeccable level of customer service to clients
  • Manage accounts effectively and professionally. 
  • Work with internal sales, production, warehouse teams and customers to resolve any order discrepancies / Delivery issues / Logistics & QC issues.
  • Self Managing to stay on top of all customer queries whilst keeping the sales director and warehouse updated regularly.
  • Review and maintain orders through order management system / Shopify / Klarna / Paypal experience is critical. 
  • Proactively communicate issues pertaining to his/her account – to the relevant internal business partners and customers.

Essential Skills:

  • Previous experience in the fashion customer service sector.
  • Experience with Shopify / Zedonk / Zendesk
  • Excellent verbal and written communication skills
  • Excellent planning and organisational skills
  • Excellent attention to detail and time management
  • Knowledge of international logistics
  • Ability to work calmly under pressure in a fast-paced environment
  • Confident, courteous, articulate and eloquent
  • Proficient user of IT systems, both customer service specific and windows packages
  • Strong listening skills
  • Problem solver with strong follow-up skills
  • Flexibility in schedule, able to assist with overtime if necessary

*This is not a remote role - we are a very hands on team and the candidate will be expected to work from the PG studio, Monday to Friday with some overtime during fashion Campaigns