Customer Service and Ecommerce coordinator

Job title: Customer Service & eCommerce Coordinator

Department: eCommerce

Description: This role provides an exemplary level of customer service for all Turnbull & Asser online channels by helping to resolve enquiries, as well as drive conversion. The Customer Service & eCommerce Coordinator will manage inbound customer queries, and as such, serves as a key representative for the brand.

Roles and Responsibilities:

• Deliver excellent customer service via phone, email and live chat Manage and process returns and exchanges Drive sales through customer engagement and support with product advice and suggestions Support customers with operation of the eCommerce platform and proactively strive for successful order completion Manage and process orders and financial transactions, including refunds, credit notes and gift cards Act as a liaison between eCommerce backend and warehouse to fulfil customer orders Manage and process ad hoc fulfilment from stores Collate and report customer feedback to fix, improve and enhance the website and retail experience Collaborate across departments to deliver objectives and serve our customers Represent Turnbull & Asser in an exemplary manner, upholding brand values and commitment to high levels of service Support the eCommerce team to maintain site standards and deliver ad hoc project

Requirements:

• 4-5 years experience in Customer Service 
• Working knowledge of warehousing and POS systems, as well as Shopify and Customer Data Platforms

• Confident self-starter, with meticulous attention to detail Highly proficient team player
• Excellent organisational skills and time management Possess a customer-centric mindset
• Strong problem-solving abilities
• Ability to multitask and thrive under pressure
• Strong written and verbal communications skills, demonstrating a passion for delivering excellent experiences Possess knowledge of men’s apparel categories and associated terminology
• Ability to form and maintain strong relationships with key stakeholders
• High levels of IT literacy, including MS Office