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THE GIG This isn't your typical customer care role. As a customer care expert, you will be a pivotal link to the Ecomm team, supporting day-to-day operations to deliver a full customer journey, whether its owning and driving FAQs changes to drive positive deflection, website auditing and amendments or reporting on and sharing tangible customer feedback to deliver improvements. You also work collaboratively with other functions across the business and externally. Aside from this, one of your main tasks is working with your customers to develop a solution to their problem whatever level it may be. Instead of using generic strategies that make customers feel like they are just another number, be caring and creative in your problem-solving skills. A true brand custodian that lives our values in everything they do. This role is be based out of our Camden Hawley Crescent Head Office. Fluency in French and English is essential. DAY TO DAY Promptly responding to more complex customer queries via email, live chat, video, phone, and social media channels. Immediately understanding and escalating sensitive complaints or issues that could have further implications. Liaising with colleagues or managers to find the best solutions to customers' issues inside or outside the department. Identifying trends and common problems and escalating them to management, along with possible suggestions for improvements and initiatives through data. Maintaining a polite, helpful, and professional manner at all times, and respecting client confidentiality always. Obtaining, reporting on, and sharing customer feedback with colleagues and other departments so that products and services can be improved. Be an expert with new products and services as they are introduced seasonally and have the ability to talk about them with customers. Supporting with regional translations for onsite product, SEO, Content & FAQ's, Legal / T&C's. Responsible for website Auditing (Category, PLP, Checkout, my account etc.) Hybrid / Website category description amendments to support the customer journey to purchase. Product details amendments on site, through knowledge, and with the customer journey in mind. Owning and driving FAQ's changes on site to drive positive deflection and support with conversion to purchase. Able to identify new ways of positive contact deflection and support with implementation of initiatives. Chargeback management through our payment gateways. Retail stores 1st line of contact in regard to Omnichannel operations and projects, cascading and receiving information that will drive a seamless approach. Managing on site product reviews, reporting back to Ecom Country Leads to drive and heighten the customer journey and ultimately increase revenue. YOUR FUNDAMENTAL QUALITIES At least 3 years' experience in a customer service role, ideally with experience of supporting customers over the phone, email, and live chat for an International retailer within fashion would be preferential. Fluency in English and French to business level. This is critical. Used to coordinating between 3rd party suppliers to drive smooth operational business flow. Self-motivated and able to multitask. Tenacious and thorough in delivering solutions to problems. High standard of IT literacy ability to use CRM systems in addition to Microsoft Office packages (Word, Excel, etc) A clear understanding and knowledge of payment gateways & alternative payment methods, including but not limited to iDeal, Klarna, Clearpay, PayPal and Adyen. Works towards targets and has a KPI driven mindset. Knowledge of warehouse operations and Ecom operations to resolve customer queries and internal business operations in an efficient knowledgeable manner. An understanding of distribution and logistics to co-ordinate and to communicate effectively business wide, internally and externally. A lateral thinker and able to come to clear decisions quickly and concisely under pressure. Professional, but also authentic & fearless! #LI-FQ1
Liverpool Street Branch Are you super passionate about providing the BEST experience for customers? ? Are you keen for a temporary job in a fun and fast-paced environment? ? Then we want to hear from YOU! ?? Job title: Customer Service Executive (ZENDESK) Company: Furniture/design company! Duration: Monday 20th May - Wednesday 29th May 2024 Salary: £14.36 - 15 p/h Location: Old Street Hours of work: 9.00am - 18:00pm Culture: Dynamic, sociable, fast-paced, and rewarding! ?? The Role: You will be the support to the customers, providing them with a seamless experience and answering inquiries as and when needed! ?????? What will you be doing? ?? Providing an exceptional service for customers, with a real desire to help the customer and resolve their query Providing support to our customers via various platforms Collating, inputting, and reporting data for customer service issues Communicating with other departments within the company for a prompt resolution of customer queries Case management, ensuring all tickets are resolved and updated on the database Does this sound like you? ?? Previous use of ZENDESK and Shopify in a customer service role Adept at understanding a variety of customers and able to adapt responses to suit, applying the right tone Can communicate with customers with empathy and compassion while remaining professional Brilliant customer service skills Can adapt quickly in a fast-moving customer-centric environment Ability to identify issues and implement effective solutions Office Angels Benefits: ? Up to 29 days holiday ?? Recommend a friend scheme ?? Access to free eye care vouchers ?? Temp of the Month awards ? Dedicated Consultant - Your very own Office Angel, who will be on hand for queries and support ?? Pension scheme ?? Able Futures - Mental health support for people in work ?? Employee referral scheme ?? Exclusive perks platform ??? Boost benefit portal- discounts on everyday items from well-known brands including discounts on e-vouchers and cashback with major retailers ?????? If you're ready to join our dynamic and sociable team and make a difference in providing outstanding customer experiences, apply today! ????? NB: If this company and position appeals to you then please apply your CV on-line and please send your CV to Advertised by Office Angels, Liverpool Street. Please note that due to a high volume of response Office Angels receive; only successful candidates will be contacted For the purposes of the Regulations, please note that Office Angels in the provision of these services will be operating as a recruitment agency. Office Angels are an equal opportunities employer Office Angels is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer. By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.