Customer Service & E-Commerce Assistant

We are seeking a highly organised and motivated Customer Service & E-Commerce Assistant with strong administrative skills.

Key Responsibilities:

• Primary contact for customer enquiries over telephone, email and live chat. Responding in a timely manner whilst providing accurate information and excellent customer service. Escalating queries to e-commerce coordinator and manager where necessary
• Monitor customer service enquiries with the aim to provide improved experience and site functionality. Generate reports of customer service KPIs and general feedback, liaising across departments where necessary
• Liaise with the dispatch team, investigating stock issues and other fulfilment problems or delays
• Perform regular site checks to ensure consistent and streamlined data is held within the e-commerce platform and displayed online, reporting and escalating any technical issues where necessary
• Assist with the creation of seasonal collections and collaborations for the website, ensuring all information is correct and products are launched in line with the seasonal critical path

Profile

Essential:

• A minimum of 1 year's experience in a customer-facing role in e-commerce,
• Excellent communication skills, both written & verbal
• Confident communicator with strong interpersonal and numerical skills
• Proficient with Outlook and Excel
• Excellent time management skills with the ability to work to deadlines and prioritise work accordingly
• Acute attention to detail and problem-solving
• Strong interest in womenswear, menswear and design
• Proactive and a ‘can-do’ attitude
• A good team player

Beneficial:

• Working knowledge of knowledge of Shopify
• Working knowledge of customer service platforms, e.g. Gorgias and Zendesk
• History of working with Fashion/Beauty brands
• Strong connection with our brand identity

Rewards:

• 5 weeks holiday plus bank holidays, increasing to 6 weeks with service
• Generous clothing allowance
• Significant staff discount
• Life insurance
• Contributory pension and salary exchange scheme
• Personal development grant
• Cycle to work scheme
• Birthday day off
• Volunteering day off
• IVF support for parents
• Opportunity to request flexible working (27% of Head Office employees work part-time hours)

We actively implement blind recruitment practices to eliminate bias and ensure a fair evaluation of candidates based on their skills, experience, and qualifications. We believe in creating a level playing field for all applicants, and our initiatives reflect our dedication to promoting diversity and inclusion in the workplace.

Applications will be considered as they are received. Candidates will be shortlisted based on how their skills and experience match our requirements as set out above.