Customer Service & E-Commerce Assistant

Margaret Howell; Greater London; On-site; GBP 22,000 - 27,000; Full time

Job summary

A fashion company based in Greater London is seeking a Customer Service & E-Commerce Assistant who will serve as the primary contact for customer enquiries via phone, email, and live chat. This role requires excellent communication and time management skills, with a strong interest in fashion. Responsibilities include monitoring service enquiries and liaising with the dispatch team to resolve issues. The position offers generous perks including holidays, clothing allowance, and personal development opportunities.

Benefits

5 weeks holiday plus bank holidays

Generous clothing allowance

Significant staff discount

Life insurance

Contributory pension scheme

Cycle to work scheme

Birthday day off

Qualifications

• Minimum of 1 year's experience in a customer-facing role in e-commerce.
• Excellent communication skills, both written and verbal.
• Strong interpersonal skills.

Responsibilities

• Respond to customer enquiries over phone, email, and live chat.
• Monitor customer service enquiries and generate KPI reports.
• Liaise with the dispatch team to resolve stock issues.

Skills

Excellent communication skills

Numerical skills

Proficient with Outlook

Proficient with Excel

Time management skills

Attention to detail

Proactive attitude

Team player

Interest in fashion and design

Tools

Shopify

Gorgias

Zendesk

Job description

We are seeking a highly organised and motivated Customer Service & E-Commerce Assistant with strong administrative skills.

Key Responsibilities

• Primary contact for customer enquiries over telephone, email and live chat. Responding in a timely manner whilst providing accurate information and excellent customer service. Escalating queries to e-commerce coordinator and manager where necessary
• Monitor customer service enquiries with the aim to provide improved experience and site functionality. Generate reports of customer service KPIs and general feedback, liaising across departments where necessary
• Liaise with the dispatch team, investigating stock issues and other fulfilment problems or delays
• Perform regular site checks to ensure consistent and streamlined data is held within the e-commerce platform and displayed online, reporting and escalating any technical issues where necessary
• Assist with the creation of seasonal collections and collaborations for the website, ensuring all information is correct and products are launched in line with the seasonal critical path

Profile

Essential

• A minimum of 1 year'sexperience in a customer-facing role in e-commerce,
• Excellent communication skills, both written & verbal
• Confident communicator with strong interpersonal and numerical skills
• Proficient with Outlook and Excel
• Excellent time management skills with the ability to work to deadlines and prioritise work accordingly
• Acute attention to detail and problem-solving
• Strong interest in womenswear, menswear and design
• Proactive and a ‘can-do’ attitude
• A good team player

Beneficial

• Working knowledge of Shopify
• Working knowledge of customer service platforms, e.g. Gorgias and Zendesk
• History of working with Fashion / Beauty brands
• Strong connection with our brand identity

Rewards

• 5 weeks holiday plus bank holidays, increasing to 6 weeks with service
• Generous clothing allowance
• Significant staff discount
• Life insurance
• Contributory pension and salary exchange scheme
• Personal development grant
• Cycle to work scheme
• Birthday day off
• Volunteering day off
• IVF support for parents
• Opportunity to request flexible working (27% of Head Office employees work part-time hours)

We actively implement blind recruitment practices to eliminate bias and ensure a fair evaluation of candidates based on their skills, experience, and qualifications. We believe in creating a level playing field for all applicants, and our initiatives reflect our dedication to promoting diversity and inclusion in the workplace.