E-commerce – Customer Service Specialist

Company Overview:

We are a small team of passionate, creative & hard-working people who believe in making every day a beautiful day. We design & curate beautiful products for the whole home and work with artisan producers from around the world to bring Sophie Conran’s visions to life – creating luxury collections of outstanding quality that our customers will treasure for a lifetime, with sustainability and thoughtfulness for the environment at the heart of all we do. Please visit Click to view and our instagram pages to get a sense of what we do.

You will play an integral and important role working as part of the customer service function and this work can be done remotely. You will be responsible for ensuring our business engages with and responds appropriately to all inbound customer communication via all our channels including email, social media, webchat and telephone. Each day will be busy and consist of ensuring that we are in quick communication with any customer that reaches out to us.

You will be exceptionally well spoken, highly methodical and detail oriented. You will be a natural communicator with an innate understanding of customer service and sales processes. You will be passionate about our brand and values and ensure these are consistently represented across all our channels.

We are looking for several candidates to join our work rota and cover UK hours between 6am- 8pm Monday to Sunday. This role requires a very stable and strong internet connection, please do not apply if you do not have means of ensuring that your internet connection is stable

Responsibilities:

Monitoring and responding to incoming communication from potential and existing customers and all those engaging with our brand directly (chat, email, phone, social media etc.)
Ensure all automations for written communication with customers are set up
Communicate with empathy and diplomacy when there may be delays/problems with delayed orders
Confident to answer the phone to customers and dealing with some customers queries
Assisting customers with completing sales, closing sales where possible.
Quoting international shipping costs
Placing manual orders
Arranging replacement orders as required
Arranging shipping and customs information
Processing refunds
Proactively communicating with customers on pre-order availability and delays
Liaising with drop ship partners on enquiries & breakages
Keeping track of QC issues and flagging any problems with the website, proactively seeking solutions
Collecting positive customer reviews regarding our products and services
Monitoring of and reporting on key trending topics and audience needs and behaviours
Updating the website with information relevant to customer services

Key Requirements:

Excellent and sympathetic phone manner
Strong interpersonal skills
Excellent english communication skills (written and verbal)
Great attention to detail and methodical approach to work
A good understanding of different communication channels, their roles, functions and different relevance to customers
Passion for our brand and its values
Proven track record of customer services in an e-commerce environment
Comfortable working in different systems
Ability to multitask as well as work quickly and accurately against demanding deadlines
Excellent organization, time, and self-management skills
Motivated, highly methodical, process driven energetic self-starter with strong problem-solving skills and strong ability to work through ambiguity
Decent excel skills, ability to use formulas proficiently.

Desirable:

At least 5 year experience e-commerce customer service
Previous experience working for a luxury retail brand
Previous experience of using Xero, Gorgias/Zendesk, Google suite, Elucid, Adobe Magento2 is a plus