Customer Care Representative jobs in United Kingdom

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Days / Hours: Monday to Friday - 9am to 5pm

Location : Hoxton, London

The primary purpose of this role is to provide comprehensive support to the business, delivering excellent customer service, responding to inquiries from prospective, current, and past customers, using both technical expertise and interpersonal skills to manage customer service operations.

The Key Responsibilities Are:

Email and Shopify Order Management:

• Provide exceptional customer service to ensure a positive brand experience throughout the customer journey, from pre-sale to post-sale.
• Respond to customer queries within 3-4 hours via Gorgias.
• Manage TrustPilot and Google Reviews, encouraging satisfied customers to leave positive feedback and addressing negative comments professionally.
• Research and implement strategies to acquire new customers online, face-to-face, or through event activations.
• Assist with customer inquiries and provide personalized product information.
• Engage with customers via email, Instagram DMs, website chat, and phone.
• Communicate confidently over the phone, offering clear and friendly support.
• Handle product exchanges, refunds, escalations, disputes, and chargebacks via PayPal or Shopify.
• Assist with custom/bespoke order queries and process confirmed orders through Shopify.
• Convert pre-purchase queries into sales to boost revenue.
• Process abandoned carts to recover sales and assist customers in completing orders.
• Collaborate with the Production Team to minimize returns and exchanges.

Inventory Management:

• Coordinate with the Inventory and Production teams to check stock availability.
• Maintain knowledge of stock levels, including ready-to-ship items and production timelines.
• Be familiar with the size guide to assist customer inquiries effectively.

Shipping Logistics:

• Work with the Fulfillment Coordinator to ensure timely deliveries.
• Assist customers with order tracking using DHL tracking system.

Monthly Reporting:

• Provide weekly customer care performance reports on Slack.
• Report customer feedback to the Product Team weekly.
• Generate monthly reports on orders, sales, returns, chargebacks, and customer feedback.
• Prepare annual YTD reports on customer service metrics.

Qualifications & Experience:

• Experience using Gorgias is required.
• At least one year of experience in online retail fashion and a strong desire to deliver excellent customer service.
• Enthusiasm for Khanum’s brand and representing it well.
• Experience working in a small, focused team or startup environment.
• Proficiency with Shopify and PayPal.
• Knowledge of Microsoft Excel.

Qualities & Attributes:

• Ability to stay calm and multitask effectively.
• Grit to handle difficult conversations professionally.
• Ability to thrive in a fast-paced environment.
• Excellent communication and email etiquette skills.
• Strong time management and organizational skills.
• Quick learner with adaptability to new platforms.
• Reliability is crucial, as this is a solo role requiring self-management.