Online customer service administrator

Richmond upon Thames, London (Greater)
£21000-£23000 per annum depending on experience
04 Feb 2018
26 Feb 2018
Robert 1
Contract Type
Full Time
Job Level

Acting as a first line of response for all e-commerce (mail order) related queries received via email or phone and provides resolutions to customers’ requests, including product/service information, resolves emerging problems, escalates to other departments when needed. The role’s target is to ensure excellent service standards and maintain high customer satisfaction.

This is a shared role, acting both in the e-commerce department as well as providing backup for the sales team at the POS.

Role and responsibilities

Daily tasks include:

  • Customer services duties:
  • Managing incoming calls and emails
  • Providing accurate, valid and complete information by using the right methods/tools
  • Handling complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution
  • Keeping records of customer interactions, processing customer accounts and file documents
  • Building sustainable relationships of trust through open and interactive communication
  • E-commerce duties:
  • Ensuring that the web channel is working properly and all received orders are passing through to the internal systems
  • Handling returns’ logistics; coordinates with the Despatch coordinator on the process
  • Liaising with the couriers’ customer services to solve issues related to late deliveries, collections from the nursery, returns
  • Sales duties:
  • Opening customer accounts by recording account information
  • Raising orders placed over the phone, calculating charges, and processing billing or payment for the e-commerce department
  • Handling order cancellations, exchanges and refunds
  • Supporting the Despatch team by managing out of stock situations, substitutes in existing orders, splits and mergers and exchanged orders
  • Issuing, activating, despatching, and deactivating vouchers bought online and at the POS

Other occasional tasks, but not limited to:

  • Assisting with various tasks in other areas of nursery, including support for the sales team
  • Providing backup at the sales desk in busy periods
  • Identifying products that are in high demand and suggests restocking to the Stock manager

Qualifications required

  • Fluent in English both in writing and speaking; excellent communication skills
  • Strong phone contact handling skills and active listening
  • Customer orientation and ability to adapt/respond to different types of characters
  • Great attention to detail

Preferred skills

  • Experience in garden centres or gardening
  • Previous sales experience preferred, but not essential
  • Work well in a team and show own initiative

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