Customer Service Executive

Permanent, full-time position

Based in Hertford SG13

Mon-Fri – 8:30am-5:00pm (half hour lunch)

Salary: £24,000

Our client is an international, innovative, and passionate travel goods business, with their Head Office in Hertford, offices in USA, China and Hong Kong, and their manufacturing and supplier base in China.

They are looking for an enthusiastic, helpful Customer Service Executive & Shopify Associate with excellent customer service and IT skills, who is ready to hit the ground running in their team!

They are after a highly organised individual with a fantastic attitude to really make a difference to their evolving company. A can-do attitude within their fast-moving environment, and someone trustworthy who is willing to prove themselves and continue to take on more responsibility as time goes on. You will need to be confident in responding to customers via email and social media in a polite and positive manner.

The role includes, but is not limited to:

Dealing with customer warranty claims (Global) and seeing through to resolution
Dealing with online order returns and refunds
Maintaining a positive, empathetic, and professional attitude toward customers at all times
Responding promptly to customer enquiries/complaints
Communicating with customers, being the main point of contact for multiple social media accounts (Twitter, Facebook, Instagram, Shopify)
Keeping records of customer interactions, transactions, comments, and complaints
Communicating and coordinating with colleagues as necessary
Providing feedback on the efficiency of the customer service process
Ensure customer satisfaction and provide professional customer support
Using inhouse systems and Excel to produce and maintain management reports
Ensure timely responses in line with Service Level Agreements (SLA's)

The ideal candidate will have:

Previous customer service experience.
Previous experience within customer service, web chat and responding to customers via social media
Be able to use your initiative, be highly organised and have excellent written and verbal communication skills
Maintain professional, presentable, and courteous image
Be customer orientated with a flexible, can-do attitude
Be competent in using MS Office, especially Excel & Outlook
Be able to handle lightweight but bulky luggage samples
Be capable of working under pressure to meet targets in a fast-paced environment
Demonstrate a willing and quick capability to learn

*PLEASE NOTE – by applying to this position, you agree for your CV to be submitted to our client, for whom we are working on a confidential basis. Please note - we are working on a job advertising-only basis for the client, rather than the full recruitment process. The client shall contact you directly should your application make their short-list. You also agree to our Privacy Policy: acapella-recruitment.co.uk./privacy-policy.html which can be found on our website.