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Customer Service Coordinator

Employer
DeMellier
Location
London (Greater) (GB)
Closing date
14 Mar 2024

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Function
Customer Service
Level
Coordinator / Executive
Contract Type
Permanent
Hours
Full Time

Job Details

We are seeking a dedicated and organised Customer Service Coordinator to join our team based in South West London. As a key member of our Customer Service team, you will play a pivotal role in maintaining our excellent reputation by providing exceptional customer service. The ideal candidate should possess a minimum of 2 years of relevant experience, demonstrating excellent organisational skills, and the ability to work independently in a structured manner. 

 

Customer Service Excellence: 

  • Deliver exceptional customer service through various channels, including inbound calls, emails, live chat, WhatsApp, and Social Media. 
  • Demonstrate outstanding interpersonal and communication skills, maintaining a professional telephone manner, and ensuring accurate written correspondence.
  •  Effectively utilise various systems, including Gorgais, Shopify, and 3PL Warehouse Portals with confidence and proficiency. 
  • Respond to customer inquiries professionally, adhering to daily service level agreements (SLA's), and keeping customers well-informed about updates regarding their inquiries or orders. 
  • Handle courier related issues by overseeing the tracking process of orders. Additionally, proactively monitor and address daily courier exceptions to ensure timely customer updates.

 

Repair Handling and Technical Support: 

  • Handle repair-related calls and emails, ensuring timely and professional responses. 
  • Utilise advanced product knowledge to provide accurate information for warranty claims and process returns efficiently. 
  • Coordinate with manufacturers for repairs or credits and conduct product repairs, testing, or part replacements to restore products to a resalable condition. 
  • Organise and document repairs to external repair partners, ensuring efficient processing of repairs or refunds. 

 

Personal Profile: 

  • 2/3 year's experience in email marketing and automation. 
  • Knowledge of a second language is a plus 
  • Experience in Messaging channels, including SMS, preferable. 
  • Experience using Customer Service and Ecommerce platforms such as Gorgias, Shopify or similar. 
  • A confident and articulate communicator with experience interacting directly with customers via marketing channels and incoming customer communications.
  • Ability to effectively manage multiple assignments across teams in a fast-paced environment; exceptionally organised and detail-oriented. 
  • A can-do and problem-solving attitude 
  • Demonstrates a strong work ethic and willingness to learn; enthusiasm is a must.
  • Experience in using Excel and Formulas 
  • Very organised and great attention to detail. 

 

Benefits:

  • Hybrid-working policy offering flexible hours
  • Annual Leave package with additional LOS days based on time with the company
  • Enhanced company maternity policy
  • Time given yearly to volunteer for a charity of your choice
  • Discounted Travelcard/season ticket loan with us.
  • Employee Discount: 50% off Stock Up to 90% off Seasonal Sample Sales

 

About us:

Beyond creating beautiful products, DeMellier's mission is to be a force of positive influence in the fashion industry. Creating products by women for women, made with integrity while giving back to those less fortunate. For every item sold DeMellier funds vaccines and medical treatments aimed to save the life of a child in need.
We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

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