Ecommerce Customer Care Specialist - Hybrid

Robert Welch Products; Evesham; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Paid overtime

Training opportunities

Job summary

Robert Welch Designs in the United Kingdom is seeking a customer service professional to champion the needs of our customers across channels. You will build strong relationships quickly with excellent communication skills, both written and verbal, and handle high volumes with speed and care.

This hybrid in-office role requires coordinating with stock, e-commerce, and accounts teams, resolving queries, processing orders and refunds, and supporting training as needed.

Qualifications

• Experience in a similar customer service role.
• Passionate about delivering world-class customer service.
• Strong computer skills and ability to grasp new processes quickly.
• Excellent communication and influencing skills.
• Proactive approach to servicing customers, ability to build relationships via all channels of communication.
• Capable to work well under pressure with attention to detail.
• Proven experience of complaint resolution.

Responsibilities

• Call answering, handling telephone orders, and call forwarding.
• Handling high volumes of end user enquiries via all channels of communication.
• Provide product aftercare, purchasing advice, and sales support.
• Resolving queries & questions for all allocated inboxes in Re:Amaze and Outlook with speed and accuracy.
• Resolving courier issues, liaising with our courier provider GFS on behalf of customers.
• Respond daily to all Feefo & Trustpilot reviews.
• Action Shopify Fraud Alert emails.
• Action Amazon enquiries within the SLA.
• Action Retail Mail Order & Website Refunds.
• Action Age Verification throughout the day.
• Order entry, checking stock status, and taking telephone payments.
• Monitor 'on hold' status orders in NetSuite.
• Monitor & action RMA returns in NetSuite.
• Monitor Age Checked pending customers in NetSuite.
• Timely resolution of complaints & customer issues.
• Escalation of service product fault issues as needed.
• Improving customer journey and conversions by feeding key improvement to the e-Commerce Team.
• Liaising with the Stock Control Team and Accounts.

Skills

Communication skills

Customer service

Multichannel communication

Problem solving

Teamwork

Tools

NetSuite

Re:Amaze

Outlook

Shopify

GFS

Feefo

Trustpilot

Job description

Robert Welch Designs in the United Kingdom is seeking a customer service professional to champion the needs of our customers across channels. You will build strong relationships quickly with excellent communication skills, both written and verbal, and handle high volumes with speed and care.

This hybrid in-office role requires coordinating with stock, e-commerce, and accounts teams, resolving queries, processing orders and refunds, and supporting training as needed.