E-Commerce Customer Services Executive

Location
Dorking, Surrey
Salary
Competitive
Posted
12 Feb 2018
Closes
13 Apr 2018
Ref
7231
Contract Type
Permanent
Hours
Full Time
Job Level
Entry level
Language
English

Snakehive is an e-commerce company specialising in designing beautifully crafted phone cases and accessories.

This is a unique full time opportunity within a fast growing eCommerce company based in Dorking, Surrey.

With new challenges every day this is an incredible opportunity to work in a fast growing e-commerce team in an exciting product area.

You will need to have a passion for working in e-commerce and a fun fast paced culture.

During busy periods there will be opportunities to help and get exposure to numerous other areas of the business.

Responsibilities and Duties;

  • Responsible for managing the Customer Service system - organise, prioritise and categorise all inbound queries within the system.
  • Answer customer queries via multiple channels including telephone, email, social media and live chat - delivering exceptional and timely service to all customers.
  • Handle any order problems and make any necessary adjustments to orders within the Inventory system.
  • Report and analyse customer queries as well as regular concerns and issues faced by customers.
  • Respond to any feedback left by customers addressing any concerns they have across multiple channels; work with the marketing team to identify and prioritise these queries.
  • Resolve any product related issues, liaising with the Supply team.
  • Proactively put forward new ideas about how things can be improved within the organisation and Customer Service areas.
  • Provide regular reporting on key metrics
  • Deal with customer returns.

Qualifications and Skills;

  • Excellent written and verbal communication skills in English.
  • Good time management, organisation and the ability to multitask.
  • Computer literate and an interest in ecommerce.
  • The ability to work well under pressure.

Job Type: Full-time

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