Customer Care Representative

JR United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the online retail fashion sector is seeking a Social Network Support Role based in London. This position focuses on delivering outstanding customer service, managing inquiries, and coordinating with various teams to ensure smooth operations. The ideal candidate will have experience in online retail, specifically with tools like Gorgias and Shopify, and possess strong communication and organizational skills.

Qualifications

• At least one year of experience in online retail fashion.
• Experience using Gorgias is required.
• Proficiency with Shopify and PayPal.

Responsibilities

• Provide exceptional customer service and manage inquiries effectively.
• Coordinate with inventory and production teams for stock management.
• Compile monthly reports on customer service metrics.

Skills

Customer Service

Communication

Time Management

Organizational Skills

Adaptability

Tools

Gorgias

Shopify

PayPal

Microsoft Excel

Job description

Social Network Support Role

Working Days / Hours: Monday to Friday - 9am to 5pm

Location: Hoxton, London

The primary purpose of this role is to provide comprehensive support to the business, delivering excellent customer service by responding to inquiries from prospective, current, and past customers. The role requires a combination of technical expertise and interpersonal skills to manage customer service operations effectively.

Key Responsibilities

1. Email and Shopify Order Management:

• Provide exceptional customer service to ensure a positive brand experience throughout the customer journey, from pre-sale to post-sale.
• Respond to customer queries and resolve them within 3-4 hours using Gorgias.
• Manage TrustPilot and Google Reviews to encourage positive feedback and address negative comments appropriately.
• Research and implement strategies to attract more customers through online channels, face-to-face interactions, or event activations.
• Assist with customer inquiries and provide personalized product information.
• Engage with customers via email, Instagram DMs, website chat, and phone.
• Confidently communicate with customers over the phone, offering clear and friendly support.
• Handle product exchanges, refunds, escalations, disputes, and chargebacks via PayPal or Shopify.
• Assist with custom or bespoke order inquiries and process confirmed orders through Shopify.
• Convert pre-purchase queries into sales to boost revenue.
• Manage abandoned carts to facilitate sales completion.
• Collaborate with the Production Team to minimize returns and exchanges.

1. Inventory Management:

• Coordinate with the Inventory/Production team to check stock availability for ready-to-ship items.
• Maintain knowledge of stock levels, including items in stock and production timelines.
• Assist customers with size guides and related queries.

1. Shipping Logistics:

• Work with the Fulfillment Coordinator to ensure timely deliveries.
• Help customers track orders using DHL tracking system.

1. Monthly Reporting:

• Provide weekly customer care performance reports on Slack.
• Report customer feedback to the Product Team weekly.
• Compile monthly reports on orders, sales, returns, chargebacks, and customer feedback.
• Prepare annual reports on customer service metrics including orders, refunds, and chargebacks.

Qualifications & Experience

• Experience using Gorgias is required.
• At least one year of experience in online retail fashion and a strong desire to deliver excellent customer service.
• Passion for Khanum’s brand and enthusiasm to represent it well.
• Experience working in a small, focused team or startup environment.
• Proficiency with Shopify and PayPal.
• Skillful in Microsoft Excel.

Qualities & Attributes

• Ability to stay calm and handle multiple tasks efficiently.
• Grit to manage difficult conversations with challenging customers.
• Capability to work in a fast-paced environment.
• Excellent communication and writing skills, with proper email etiquette.
• Strong time management and organizational skills.
• Quick learner, adaptable to new platforms and dashboards.
• Reliability is crucial, as this is a solo role requiring independent management.