Ecommerce Operations and Customer Service Executive

The Ecommerce Operations and Customer Service Executive will be passionate and proactive in ensuring customers receive a first-class service. As the first point of contact for a growing e-Commerce business this is a key role with a 360 view on all aspects of order management and fulfilment. Candidates must also be fully conversant on current EU and UK retail legislation.

Responsibilities

• Own all e-mail and telephone communication.

• Manage communication / feedback and messaging on social media channels.

• Timely resolution of all queries and complaints whilst managing customer expectations to reduce instances of re-contact

• Support customers and develop a depth of understanding and affinity for products and ranges.

• Escalate complaints and claims to the relevant member of management when necessary

• Maintain and regularly update online FAQ pages to enable customers to resolve queries without the need to make contact.

• Achieve and sustain a high standard of response times and response rates, improving customer satisfaction and reducing occurrences of re-contact

• Ensure that all customer data is processed in a manner that is compliant with GDPR requirements

• Work closely with the warehouse team, to support refund and credit processing.

• Manage and investigate payment disputes.

• Identify and monitor potential fraudulent customer activity, escalating to the e-Commerce Manager when appropriate, to protect the profitability of the business

• Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail, DPD, Doddle and any other 3rd party service provider

Requirements

• Currently working in a customer service role, with a minimum 12 months’ experience of customer service within a digital retailing environment

• A great communicator, with written and verbal communication skills

• Resilient and able to act on own initiative in the absence of the e-Commerce Manager

• An intermediate user of MS Office, specifically Outlook and Excel

• Possess great problem-solving skills

• Familiar with working with 3rd party logistics suppliers such as Royal Mail and DPD

• Experience with Magento would be a benefit