Customer Service Lead

Equals One; London; On-site; GBP 30,000; Full time

Job summary

A dynamic footwear company is seeking a Customer Service Lead to manage communications and provide outstanding service in-store and online. You will ensure customer satisfaction, handle inquiries, and assist team collaboration in a fast-paced environment, ensuring every customer feels valued. Experience in retail or fashion is preferred, with mandatory familiarity with Gorgias. This office-based role requires eligibility to work in the UK. Salary is 30k dependent on experience.

Benefits

Opportunity to work with a passionate team

Dynamic work environment

Qualifications

• Proven experience in a customer service role, preferably within retail or fashion.
• Excellent verbal and written communication skills.
• Ability to multitask and manage time effectively.

Responsibilities

• Act as the initial point of contact for customer communications.
• Provide outstanding customer service by addressing inquiries and resolving issues.
• Utilize Gorgias to manage and track customer interactions.

Skills

Customer service experience

Familiarity with Gorgias

Verbal communication skills

Written communication skills

Problem-solving abilities

Multitasking

Friendly demeanor

Tools

Gorgias

Job description

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Salary 30k dependent on experience
Acton, west London W3 – full time office based

Hours: 9am-5pm daily

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 Lead to join our team and contribute to our continued success.

Role Overview:

Esska Shoes is seeking a dedicated and experienced Customer Service Lead to join our team. As the first point of contact for our valued customers, you will manage communications via email, tele, 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 inbound message tool is essential for this role.

Key Responsibilities but not limited to:-

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

• Act as the initial point of contact for all customer communications, including email, tele calls, and Instagram messages.
• Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Utilize Gorgias or similar inbound message tools to manage and track customer interactions efficiently.
• 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 escalate 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.
• 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:

• 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 by return.