Ecommerce Customer Service Representative

£16000 - £18000 per annum
11 Jun 2019
09 Jul 2019
Recruitment Genius Ltd
Public Sector
Customer Service
Contract Type
Full Time
This UK based B2C, and B2B multi-channel eCommerce company is looking to recruit a new customer service representative for their team.

An important part of the role will be liaising with other departments to ensure the smooth transition of workflow, supporting other departments, participating in ad hoc departmental or business projects and undertaking basic administrative duties when required.

Roles & Responsibilities

- Answering customer calls to deal with queries, advice on suitable products, check delivery information and general questions.
- Updating and Maintaining FAQs
- Printing packing slips and passing on to relevant departments
- Responding to customer messages from multiple channels in a timely manner
- Ability to use product knowledge to help customers decide what's right for them
- Ability to empathise with their customers and understand how vital a resolution is and to ensure customer retention
- Liaise with delivery companies, investigate delivery and return issues, handle courier claims
- Ensuring online reviews, eBay resolution centre disputes, Stripe and PayPal cases are responded promptly and precisely
- Identifying key customer issues and presenting them in a monthly report to the managers
- Processing customer returns, ensuring all customers who return their items receive replacements or refunds in a timely manner
- Communicating with customers to ensure we receive positive feedback on all of their e-commerce channels, and ensuring their high feedback score is maintained
- Liaising with the studio team to ensure all orders are shipped out on time
- General office support to ensure customer orders are received and processed smoothly
- Ad-hoc office administrative task as and when required

Required skills:

- Computer literate
- A positive attitude to work
- Excellent communication skills - written and verbal, articulate with good spelling and grammar
- Good management skills, with excellent attention to details and well organised
- Ability to work well as part of a team as well as using own initiative
- The ability to work quickly & accurately and pay attention to details
- Flexibility to increase workload in very busy times

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