Job Description

Role Overview

As a Customer Service Representative, you will be the first point of contact for our customers, handling inquiries through email and live chat. Your responsibilities will include:

Responding Promptly:

Address customer inquiries regarding products, orders, shipping, and returns via email and live chat in a timely and professional manner.

Providing Product Information:

Offer detailed information about our vintage football shirts, including sizing, availability, and historical context.

Order Assistance:

Guide customers through the ordering process, assist with tracking shipments, and handle any issues related to order fulfilment.

Issue Resolution:

Resolve customer complaints and concerns with empathy and efficiency, escalating complex issues to the appropriate departments when necessary.

Documentation:

Accurately record customer interactions and feedback in our Customer Relationship Management (CRM) system.

Collaboration:

Work closely with the sales and logistics teams to ensure seamless customer experiences.

Continuous Improvement:

Provide feedback on recurring customer issues to help improve products, services, and customer support processes.

Shirt printing:

Adding number and namesets to selected products

Stock management:

Responsible for the logging of new stock to CMS

Key Responsibilities

Handle customer inquiries via email and live chat platforms. Assist customers with product selection, providing detailed information and recommendations. Manage order processing, including tracking shipments and handling returns or exchanges. Maintain up-to-date knowledge of our product offerings and company policies. Document all customer interactions accurately in the CRM system. Collaborate with internal teams to resolve customer issues and improve service quality. Participate in training sessions to enhance product knowledge and customer service skills.

Qualifications

Communication Skills:

Excellent written and verbal communication skills, with a strong command of English grammar and spelling.

Technical Proficiency:

Comfortable using CRM systems, live chat software, and email platforms.

Product Knowledge:

Interest in football is essential and familiarity with vintage football shirts is highly desirable.

Problem-Solving:

Ability to handle customer complaints and resolve issues efficiently.

Organisational Skills:

Strong attention to detail and the ability to manage multiple tasks simultaneously.

Experience:

Customer experience preferable but not essential.

Flexibility:

Very occasionally weekend hours maybe required.

Education:

Minimum grade C in English.

Further Qualifications/Experience/Skills

Experience with e-commerce platforms and online ordering systems. Familiarity with social media platforms and customer engagement through these channels. Proficient typing skills Good PC/Mac skills

What We Offer

Opportunities for professional growth and development. A supportive and collaborative team environment. The chance to work with a passionate community of football enthusiasts.

Benefits

Casual dress Employee discount Free on-site parking

To Apply:

Please send your resume and a cover letter detailing your relevant experience and interest in the role to

workwithus@cultkits.com

.

About Us

We are a passionate team dedicated to sourcing and selling authentic vintage football shirts to fans and collectors worldwide. Our mission is to provide exceptional products and outstanding customer service, celebrating the rich history of football through our curated collection.

If you are enthusiastic about providing top-notch customer service and have a passion for football history, we would love to hear from you.

Job Types: Full-time, Permanent

Pay: 22,200.00 per year

Benefits:

Casual dress Employee discount Free parking On-site parking Sick pay Store discount
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 28/05/2025
Reference ID: CK-Customer-&-Product-Services-Job
Expected start date: 09/06/2025