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Customer Service & eCommerce Assistant

Perfect Moment

Greater London

Hybrid

GBP 25,000 - 35,000

Full time

13 days ago

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Job summary

An established industry player seeks a dedicated Customer Service Assistant to enhance customer experiences in a luxury retail environment. This role offers a unique opportunity to engage with customers through various channels, ensuring their needs are met with excellence. Ideal for someone eager to gain eCommerce experience, you will collaborate across departments, manage product data, and contribute to the overall service improvement. If you're passionate about customer care and looking to thrive in a dynamic team, this position is perfect for you.

Qualifications

1 year experience in customer service or digital role in luxury retail.
Passion for delivering excellent service and a willingness to learn.

Responsibilities

Resolve customer issues across live chat, email, and phone.
Manage product data and update website content.
Assist with reporting for weekly trade meetings.

Skills

Customer Service

Communication Skills

Digital Marketing

CRM Tools

Data Management

Education

High School Diploma

Bachelor's Degree (Preferred)

Tools

Help Scout

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Location: Notting Hill, London (hybrid)

Reporting to: Head of eCommerce

The role

Reporting to the Customer Service Manager and sitting within the Perfect Moment digital team. The role will be predominantly focused on providing excellent customer service for DTC customers from perfectmoment.com, managing direct contact with customers across livechat, email, and phone channels; providing key advice to customers across the product range, managing contact resolution and complaints where required. Operational tasks around order tracking, fraud reviews, weekly reporting, and returns will also form part of this role. This role will act as a conduit for customer feedback to the rest of the business so a cross-functional mindset and a great attitude to improve service across products and processes would be beneficial.

This role will take on a variety of digital/eCommerce tasks to support the digital team during months when customer contact volumes are low. Supporting across website tasks for; product information data management, product activations, sample tracking, photography administration, website merchandising, email builds, category management, and content updates.

The person

This is an ideal role for someone looking to gain some broad eCommerce experience whilst working to deliver consistent customer care in a luxury retail environment. An individual applying for this role must be passionate about delivering excellent service across all channels and going above and beyond for Perfect Moment customers. A genuine willingness to learn new things and a passion for all things digital are essential. This role will be required to work across multiple departments assisting with tasks that interact with warehousing operations, finance, digital marketing, brand marketing, content, and product so prioritization across task management and working well with multiple teams are key to succeeding in the role.

The right candidate would ideally have 1 year’s experience in an administrative, customer service, or digital role within the premium/luxury retail space. Some experience working in digital systems, or a CRM contact tool would be beneficial but all training across systems would be provided.

Key responsibilities;

· Answering customer contact and resolving issues within the customer service system (Help Scout)

· Customer outreach / VIP service to top-tier customers

· Assisting with reporting for weekly trade meetings

· Returns processing

· Fraud checks for orders

· Managing product data, updating product attributes, categorisation, and sizing information

· Updating website content (homepage, article pages, category pages)

· Photography samples and image management

· Supporting CRM with email builds

About Perfect Moment

We started life in the technicolour 80s in Chamonix; founded by sports filmmaker and professional skier Thierry Donard. Twenty years of sportswear experience informs every design, with best-in-class materials still part of every product.

We’re inspired by free spirits as well as free riders. Trailblazers who might not come close to a ski run. We’re for anyone who’s unafraid to stand out – with the fashion they wear and the moments they make. We’re still all about that perfect moment. But it could happen on and off the slopes. Our collections marry the extreme demands of nature with those of city life.

We blend Fashion with Function for everyone.

We exist to inspire the Moment Maker.

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time
Industries
Retail

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