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E-Commerce & Customer Service Coordinator

Employer
KIKI DE MONTPARNASSE
Location
New York City, New York (US)
Salary
Flexible WFH Schedule
Closing date
27 Mar 2024

View more

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

PURPOSE:

Champion the KIKI DE MONTPARNASSE service offering, providing exceptional customer service and onsite experience; advocating the online customer and their needs.

Working alongside the E-commerce Manager to support our customers from the moment they arrive on the website, throughout the order process and beyond.

We are looking for a proactive individual who is looking to develop a career in E-commerce with a fast-growing luxury lingerie and sexual wellness brand.

 

ECOMMERCE

Cropping, editing, and uploading product imagery ensuring all images ALT tags are enriched according to SEO best practices.

Execute weekly site-combing noting and rectifying onsite inconsistencies or errors.

Perform fraud checks for flagged orders and be first point of contact for customer disputes

Analyze site performance and the customer journey, offering suggestions for improvements and enhancements to the site and customer experience.

Produce Ecommerce shoots.  

 

CUSTOMER SERVICE

 

Own the online shopping experience, being the first point of contact for online visitors.

Answer all incoming customer care queries in a timely and engaging manner via email, LiveChat, Phone, WhatsApp & additional channels.

Ensure that customer requests are responded to and recorded in line with company guidelines and tone-of-voice.

Build and maintain online customer relationships offering a personal service that inspires brand loyalty

Become an authority in KIKI DE MONTPARNASSE product offering; advising clients based on in-depth product knowledge.

Build and nurture EIPs. Administrate and oversee the returns process ensuring refunds and stock processes are adhered to. Resolve customer issues in a timely and supportive manner

Provide customer sales after-care, ensuring that customer feedback is recorded and acted upon so that we continually improve the KIKI DE MONTPARNASSE customer journey

Report on customer issues and product feedback to the wider team

Be the first point of contact for the dispatch team and organize shipping of all online orders mitigating any delays or shipping disruption

Coordinate with courier companies to ensure the prompt delivery and returns

Able to perform Ecommerce dispatch duties as and when needed  

 

REQUIREMENTS:

Impeccable written and spoken English 1-3 years E-Commerce experience

Use of Shopify platform experience essential

On-line CRM experience essential Strong customer service skills and experience

An enthusiastic and positive attitude with the willingness to learn

Advanced Excel skills preferable

Photoshop skills desirable

Be an active and positive contributor to the team

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