Customer service support
Budget: £5 – £10 GBP
We are a hair extensions brand in the UK and we're looking for an customer service support agent who will actively assisting customers with product and order status questions – as well as being a point-of-contact for sales, wholesale, inventory enquiries.
Email active hours are 9am - 5pm GMT Monday-Friday but can be flexible.
We are looking for an enthusiastic E-commerce Customer Service Associate to join our expanding team. The role will involve liaising with customers and potential customers via live chat, telephone (if urgent), and email to increase order values and assist customers with their queries. This role offers a fantastic opportunity to work in a customer-led environment that is fast paced and interactive, delivering exceptional standards of customer service.
Responsibilities:
• Providing outstanding customer service, liaising directly with customers and clients on all platforms. Handling customer queries via email, live chat, social media platforms in an effective manner,
• Maintaining high Customer Service standards, providing helpful assistance and efficient service. Communicating with team members on matters related to shipping, receiving, and inventory management to present accurate information to the customers,
• Proactively keeping customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements. Dealing with internal process from start to finish,
• Processing customer parcels received by E-commerce, working closely with Warehouse and Logistics on customers’ returns and redeliveries,
• Monitoring and replying to customer queries across all our platforms, tracking customer orders and updates to support customer brand insight and information.
Requirements:
Knowledge and experience:
• A minimum of 2 years' experience in an E-commerce Customer Service environment.
• High-level of multi-tasking with an element of urgency to support the volumes that can arise.
• Experience in working with a CRM system is highly advantageous.
Technical skills:
• Knowledge of Zendesk, Zoho, Shopify and Mintsoft (can be taught)
• Proficient in Microsoft Office Suite.
• Strong analytical, verbal, and written communication skills.
• High level IT and analytical skills.
Competencies:
• Exceptional communicator, with strong interpersonal skills.
• Team player with a collaborative mind set and enthusiasm.
• Self-motivated, able to work independently on set tasks.
• Excellent organisational skills and time management.
Email active hours are 9am - 5pm GMT Monday-Friday but can be flexible.
We are looking for an enthusiastic E-commerce Customer Service Associate to join our expanding team. The role will involve liaising with customers and potential customers via live chat, telephone (if urgent), and email to increase order values and assist customers with their queries. This role offers a fantastic opportunity to work in a customer-led environment that is fast paced and interactive, delivering exceptional standards of customer service.
Responsibilities:
• Providing outstanding customer service, liaising directly with customers and clients on all platforms. Handling customer queries via email, live chat, social media platforms in an effective manner,
• Maintaining high Customer Service standards, providing helpful assistance and efficient service. Communicating with team members on matters related to shipping, receiving, and inventory management to present accurate information to the customers,
• Proactively keeping customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements. Dealing with internal process from start to finish,
• Processing customer parcels received by E-commerce, working closely with Warehouse and Logistics on customers’ returns and redeliveries,
• Monitoring and replying to customer queries across all our platforms, tracking customer orders and updates to support customer brand insight and information.
Requirements:
Knowledge and experience:
• A minimum of 2 years' experience in an E-commerce Customer Service environment.
• High-level of multi-tasking with an element of urgency to support the volumes that can arise.
• Experience in working with a CRM system is highly advantageous.
Technical skills:
• Knowledge of Zendesk, Zoho, Shopify and Mintsoft (can be taught)
• Proficient in Microsoft Office Suite.
• Strong analytical, verbal, and written communication skills.
• High level IT and analytical skills.
Competencies:
• Exceptional communicator, with strong interpersonal skills.
• Team player with a collaborative mind set and enthusiasm.
• Self-motivated, able to work independently on set tasks.
• Excellent organisational skills and time management.