The E-Commerce Customer Services Advisor will be responsible for ensuring exceptional customer service is delivered to our customers through all channels of communication. The ideal candidate will have excellent communications skills, impeccable attention to detail and strong problem-solving skills. Please note this role requires alternate weekend work.
Key responsibilities include but are not limited to:
Act as the voice of the brand in being responsible for maintaining our high level of customer service
Answer customer enquiries via email, phone and social media
Help to process com online orders ensuring accurate, timely and safe delivery i.e. refunds, exchanges, preparing international customer invoices for customs and occasional send outs
Keep up to date with product knowledge and attend training sessions to continually develop brand knowledge to be able to provide product information to customer
Prepare feedback for the E-Shop team to improve online product content in a timely manner
Be proactive in proposing ways in which to improve customer relations
Liaise and communicate with our warehouse to resolve any order discrepancies
Ensure that all customer notification waiting lists are continuously monitored and addressed
Any other additional general ad hoc duties or office assistance as required
A highly motivated, confident and competent individual
A self-starter able to set the standard by their own professionalism
Good timekeeping skills essential
Articulate and eloquent with good listening skills
Good organisational skills, strives for a high level of accuracy with strong follow up skills
Commercial awareness with a strong understanding of our products and the competitive E-Commerce market
Experience within a retail sales, customer service or online retail role essential
Excellent written and verbal communication skills, organised and methodical with a keen attention to detail
Ability to engage with the customer using different communication channels
Thrives under pressure with ability to problem solve and multi task
Ability to form and maintain excellent stakeholder relationships
Good working knowledge of Microsoft Excel
Knowledge of Help Desk and E-Commerce platforms/software advantageous
What We Offer:
20 days holiday plus Bank Holidays, increasing with each year of service up to 5 additional days
A generous Clothing Allowance
Up to 60% Employee Discount
Access to RetailTrust, our Employee Assistance Programme
Free extended access to Headspace for mindfulness and meditation
24/7 Access to our VirtualGP service
Cyclescheme and Eyecare Vouchers
The diversity of our workforce is what makes us unique, creative and connected.
As an equal opportunity employer, we work hard to ensure that candidates and employees are treated fairly. We do not tolerate discrimination of any kind. We welcome people from all courses of life – age, race, gender, sexuality, disability, and more – and strive to make everyone feel like they belong.
We review our recruitment selection criteria, hiring processes and onboarding often. The goal is to be as diverse and inclusive as possible.
Put simply: we welcome everybody, respect everyone’s stories, and celebrate our differences.