E-Commerce Customer Services Advisor (Full Time)

Reporting to: E-Shop Manager

 

JOB DESCRIPTION 

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.

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 doverstreetmarket.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. Assist the E-Shop Manager in developing the customer services technical road map
  • Liaise and communicate with our warehouse to resolve any order discrepancies
  • Ensure that all customer notification waiting lists are continuously monitored and addressed
  • Assist in the training and support of new starters alongside building out SOPs
  • Produce reporting to help drive improvements to our customer services and maintain KPIs
  • Any other additional general ad hoc duties or office assistance as required

 

THE IDEAL CANDIDATE

Attitude:

  • 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

Skills:

  • 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

We ask that the candidate works regular office hours - Monday to Friday. It may be the case that during seasonal change over (mid Jan and mid-July) staff are asked to work extended hours and sometimes weekends. The ideal candidate would have flexibility around their working pattern at required times.

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