Ecommerce Customer Experience Assistant
About the Role:
We are seeking a dedicated and proactive Customer Service Supervisor to join our global e-commerce company. Reporting to the Customer Experience Manager, you will be responsible for providing exceptional service to drive and support growth. As a crucial front-line team member, you will liaise directly with potential, new, and existing customers, as well as our internal operational team and external partners.
Key Responsibilities:
- Customer Relationships: Build outstanding relationships to provide the best possible service to our global customers within the Yoga community.
- Operational Liaison: Coordinate with international warehouses and couriers to ensure a seamless customer experience.
- Communication: Respond to questions and queries within designated time frames across multiple written channels, including email, social media, live chat, online messaging, review responses, and public Q&As.
- Social Media Management: Assist in managing customer relationships across different social media platforms.
- Community Engagement: Conduct ongoing engagement to gather sales leads and support business needs.
- Database Management: Assist in managing customer databases.
- Team Supervision: Support and supervise junior team members with their daily tasks.
- Strategic Projects: Support the manager with key strategic projects.
- Administrative Tasks: Oversee and take ownership of various daily team admin tasks.
- Ad Hoc Support: Provide varied ad hoc support to other team members as needed.
What You'll Have:
Essential:
- Outstanding customer service skills with a genuine desire to go above and beyond.
- Ability to think strategically and understand the wider context and significance of daily tasks.
- Capability to work autonomously within an agreed remit to manage workloads and turnaround of work.
- Excellent problem-solving skills and dedication to finding efficient and complete solutions.
- Excellent writing and communication skills with a friendly disposition.
- Excellent academic record.
- Highly personable and able to fit in with a hardworking and dynamic team.
- Common sense approach, willingness to learn, and a hard-working nature.
- 3-6 years of relevant previous experience in Customer Service.
Advantageous:
- Experience in customer service within an e-commerce setting.
- Interest in fitness, wellness, and/or Yoga.
- Experience in the health and fitness and/or yoga industry.
- Experience working in a start-up or fast-growing e-commerce business.