Ecommerce Customer Experience Specialist

Pentland Brands Limited; Lancashire; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Product discounts

Sample sales

Flexible hours

Holiday allowance

Healthcare support

Gym discounts

Cycle to work

Job summary

Pentland Brands is seeking an enthusiastic ecommerce specialist to ensure a great customer experience across phone, email and live chat. You’ll work with teams across the business to resolve issues quickly, using customer insights to improve the ecommerce journey.

The role sits in our ecommerce team, with hybrid working and benefits including product discounts and healthcare support. You’ll handle promotions, keep product information up to date, and help customers get the most from our apps and

Qualifications

• Customer-focused with ability to resolve issues quickly.
• Comfortable using IT systems and data to improve the experience.
• Ability to work with multiple teams across the business.

Responsibilities

• Look after our customers – respond to questions via phone, email and live chat, and manage complex issues through to resolution.
• Help customers get the most from our products – assist with app/digital product queries and handle login/connectivity problems.
• Spot and solve problems – investigate issues, perform basic checks and coordinate with teams to fix them.
• Keep websites up to date – update product information, FAQs, policies and content.
• Support online sales – help set up promotions, offers and product launches so products are easy to find.
• Keep products in stock – collaborate with planning to ensure stock availability.
• Use data to improve performance – analyze customer and ecommerce data to identify trends and opportunities.
• Manage issues and requests – own tasks and tickets and ensure timely follow-up.

Skills

Attention to detail

Customer focus

Organised

Problem solving

Data interpretation

Team collaboration

Calm under pressure

Tools

Excel

Word

PowerPoint

Job description

Pentland Brands is seeking an enthusiastic ecommerce specialist to ensure a great customer experience across phone, email and live chat. You’ll work with teams across the business to resolve issues quickly, using customer insights to improve the ecommerce journey.

The role sits in our ecommerce team, with hybrid working and benefits including product discounts and healthcare support. You’ll handle promotions, keep product information up to date, and help customers get the most from our apps and