Customer Service Assistant - Maternity Cover

An exciting opportunity for a passionate customer driven individual to join the Emma J Shipley brand at a time of fast growth. We are a premium British lifestyle brand known for imaginative, colourful hand-drawn prints inspired by nature. Creations include home furnishings, scarves, and accessories to spark the imagination. We are building a global lifestyle brand, and this person will be a key part of the team to achieve this.  This individual will need to be professional, proactive and dedicated in providing a luxury service with our customer at the forefront.

This person will report to Maninder, Head of Operations and be based at our Shoreditch, London HQ.

Key Responsibilities:

Customer Care

• Be the first point of contact and consistently deliver an exceptional customer experience
• Address customer enquiries through a number of channels including phone, email and live chat, working within EJS brand guidelines
• Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, whilst anticipating future needs of the customer
• Act as the customer advocate within the business, escalating issues where needed and providing customer feedback to the relevant commercial and operational teams
• Answer a wide variety of customer enquiries including; product enquiries, styling advice, returns or repairs, pricing questions and order delivery timescales
• Convey a solution focused message to the customer at all times
• Liaise with external partners and suppliers to expedite issues that are raised by customers
• Achieve and exceed productivity and KPI’s without compromising the delivery of exceptional customer service
• Work with your colleagues across Customer Care and internal departments to continuously strive to improve customer service and knowledge through regularly sharing customer feedback
• Develop and nurture relationships with our VIP clients offering a personalised service.
• Drive our CRM program

E-commerce Order Management

• Place orders with our suppliers daily as we get customer orders through our website
• Manage work flow on our internal platforms
• Check on stock levels and update our online store
• Fulfil customer orders
• Check through unfulfilled orders in a timely manor
• Work with our shipping partners to ensure a smooth delivery process
• Regularly communicate with our fulfilment centre
• Assist in company events and photoshoots when necessary

THE IDEAL CANDIDATE

Is someone who has:

• Worked in a online customer care environment, preferably in the luxury retail sector
• A customer centric approach in all your work
• Demonstrable experience in providing exceptional customer service
• Passion and desire to work proactively, offering an exceptional experience
• Ability to learn quickly and absorb extensive information on our brand and product offerings
• Technical agility in learning and using multiple applications and systems; ability to multi-task on a daily basis between systems
• Excellent written and verbal communication skills; including attention to detail and use of excellent spelling and grammar as well as the ability to build relationships with customers
• Interest in luxury design / interiors / and a passion for the Emma J Shipley brand

Extra brownie points:

• Experience with Shopify
• Experience with Gorgias platform

Key traits you might have:

• Self-motivated, high energy level, with passion to take ownership, accountability and initiative in exceeding business, team and individual goals
• Meticulous attention-to-detail and proactive approach to work 
• Great commercial judgement and critical thinking
• Enjoy working in a fast-paced environment 
• Team player with a professional and friendly attitude 

We look for people who appreciate how we do things at EJS:

• Be entrepreneurial and passionate 
• Be customer-focused 
• Be proactive and find or be the solution to a problem 
• Be team player and get stuck in
• Take pride in what you do and the quality you deliver
• Treat people the way you would want to be treated

Perks: Seasonal shopping allowance plus discount on all EJS products. The potential of hybrid working with min. 4 days per week in our Shoreditch Office.

Emma J Shipley is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process.

If you're a passionate self-starter who wants to join a small but fast-growing company and make your mark, we'd love to hear from you.
Apply with your CV and cover letter to careers@emmajshipley.com