E-Commerce Customer Services Executive

Dorking, Surrey
12 Feb 2018
13 Apr 2018
Contract Type
Full Time
Job Level
Entry level

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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