Customer Service Specialist – Shopify and TikTok

Company Description:
We are a dynamic men’s grooming brand based in the UK, specializing in high-quality products for the modern man. Operating primarily through Amazon, Shopify and TikTok, we pride ourselves on exceptional service and dedication to our customers’ grooming needs.

Location: Remote (must be available during UK business hours, 8 AM to 5 PM London time)

Job Description:
We are seeking a dedicated Operations and Customer Service Expert to join our team. This full-time role is pivotal in managing TikTok & Shopify customer interactions and operational tasks to ensure a seamless shopping experience.

Responsibilities:
-Manage customer service tickets and orders using Gorgias software.
-Respond to social media comments and engage in social outreach activities to enhance customer relations and brand visibility.
-Oversee the customer service email inbox, ensuring prompt and effective communication with customers.
-Execute cold outreach activities via email, engaging potential customers and promoting product purchases.
-Process online orders with our 3PL, update tracking information, and ensure timely delivery to customers.
– Create new blog posts on our shopify website

TikTok Channel Management – We can provide training and SOPs – But if you have experience is preferred
– TikTok Affiliate outreach of our products and ensure communication with affiliates to promote our products.
– Create TikTok Promotions – Bundles, Buy More Save More, Product Discounts etc.
– Manage Our TikTok Shop Health
– Manage TikTok Account Health
– Manage Shop Performance Score
– Create Weekly KPI’s for tracking purposes and report in weekly meetings
– Manage TikTok Customer Service & Orders
– Maintain TikTok Product Listings and Updates
– Keep up to date with TikTok changes
– Complete and Manage TikTok Growth Centre

Requirements:
– Proven experience in customer service and operations within an ecommerce environment.
– Experience using Gorgias software, social media platforms, and email management
– Strong understanding and experience with TikTok, including TikTok shop and TikTok affiliate program
– Excellent communication and organizational skills
– Must have excellent English written skills and grammar
– Ability to work independently with minimal supervision – You need to be proactive and use your initiative and able to follow instructions
– This is a full-time job and you must have NO OTHER jobs or contracts
– Experience using the Aftership app
– Experience with Shopify and processing orders
– Experience with Canva and basic technical image editing experience

Please can you answer the below questions for an interview:

1. Please explain your experience with TikTok channel management?
2. Do you have experience using Gorgias and have you created automations / macro’s and rules within Gorgias?
3. Please explain your customer service and order processing experience on Shopify?
4. Do you have experience following SOPs and working quickly and efficiently? Please explain how you manage your workload and time?
5. Have you created product listings in TikTok before?