Customer Service Lead

Esska Shoes; Greater London; On-site; GBP 28,000; Full time

Job summary

A dynamic footwear company in Greater London is looking for a Customer Service Lead to manage communications with customers across various channels including email, phone, and social media. The role requires proven customer service experience, strong communication skills, and familiarity with tools like Gorgias. You’ll also assist in the shop, ensuring a seamless experience for customers. A competitive salary and the chance to work in a passionate team await you.

Benefits

Competitive salary

Opportunity to work with a passionate team

Dynamic work environment

Qualifications

• Proven experience in a customer service role, preferably in retail or fashion.
• Excellent verbal and written communication skills.
• Friendly and approachable professional demeanor.

Responsibilities

• Act as initial contact for customer communications via email, phone, Instagram.
• Provide outstanding customer service and ensure satisfaction.
• Utilize inbound message tools for tracking customer interactions.
• Assist in the Esska shop when needed.

Skills

Customer service experience

Familiarity with Gorgias or similar tools

Excellent communication skills

Problem-solving abilities

Ability to multitask

Strong IT skills

Professional demeanour

Education

Qualifications in customer service or related fields

Tools

Gorgias

Shopify

Microsoft Excel

Google Sheets

Job description

Customer Service Lead

Salary : £28k pa. Acton, west London W3 - full time office based

Hours : 9am to 5pm daily (some flexibility in finish time may be available to support local candidates with school / childcare commitments.)

You must be eligible to work in the UK.

Company Overview

Esska Shoes is a dynamic and growing footwear company committed to delivering high-quality, stylish, and comfortable shoes. We are looking for a dedicated and experienced Customer service Advisor to join our team and contribute to our continued success.

Role Overview

Esska Shoes is seeking a dedicated and experienced Customer Service Advisor to join our team. As the first point of contact for our valued customers, you will manage communications via email, telephone, and Instagram, ensuring exceptional service across all channels. In addition to your digital responsibilities, you will also serve customers in our Esska shop, providing a seamless in-person experience. Proficiency in using Gorgias or a similar (e.g. Zendesk, etc) inbound ticketing and message tool is essential for this role.

Additionally, you will assist the wider operations team with certain projects such as maintaining a database of product returns, assisting stock takes, liaising with the warehouse and pick / pack team and generating reports based on customer satisfaction / product requests and feedback.

Key Responsibilities

This is an overview of the role and other tasks will be required. The role reports to the Operations Manager.

• Act as the initial point of contact for all customer communications, including email, telephone calls, and Instagram messages.
• Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Utilize the Gorgias inbound message tools to manage and track customer interactions efficiently.
• Utilize Shopify and SWAP returns to track customer purchases and returns.
• Assist in the Esska shop as needed, offering product knowledge, helping customers find their perfect fit, and processing transactions.
• Maintain a positive and professional attitude, ensuring each customer feels valued and heard.
• Collaborate with other team members to continuously improve customer service processes and strategies.
• Stay updated on Esska's product offerings, promotions, and policies to provide accurate information to customers.
• Handle customer complaints with empathy and elevate issues to higher management when necessary.

Qualifications / skills

• Proven experience in a customer service role, preferably within the retail or fashion industry.
• Familiarity with Gorgias or similar inbound message tools is mandatory.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Friendly, approachable, and professional demeanour.
• Strong IT skills. Especially Gorgias (or similar), Saas platforms and Microsoft Excel / Google Sheets.
• Additional qualifications in customer service or related fields are a plus.

Personal Attributes

• Detail-oriented with a focus on accuracy and efficiency.
• Strong communication and interpersonal skills.
• Proactive and self-motivated with a hands-on approach.
• Ability to work collaboratively with cross-functional teams.
• Commitment to continuous improvement and operational excellence.

What We Offer

• Competitive salary.
• Opportunity to work with a passionate and dedicated team.
• A dynamic work environment.

If you are a results-driven operations professional with a passion for excellence and a desire to make a significant impact, we would love to hear from you. Please submit your resume and cover letter.

You must be eligible to work in the UK.