Job Description

Full time - Fixed Contract, maternity Cover Role - 9 Months

Could you offer our global customers an extraordinary service? Can you go the extra mile to keep us at the top of customer satisfaction?

You will ensure our customers have an amazing shopping experience through all stages of the shopping journey (pre, during and after sales). Reporting to the Customer Service Manager, you will communicate with our UK, Europe and international customer base through emails, phone calls, Live Chat and WhatsApp resolving any issues as they arise and answering any queries customers may have.

No issue is too big, no problem too difficult to overcome, you will be a vital part of earning and maintaining our 'Excellent' Trustpilot business rating.

Key Responsibilities:

provide high quality support to our customers through a variety of communication tools (emails, phone, live chat and WhatsApp). work with the Customer Service Manager to problem solve issues as they arise. occasionally assist customers in our on-site store and provide assistance to the warehouse team during busy periods. open parcel search investigations and claims with couriers. communicate with brand representatives to process faulty items. process customer refunds, exchanges and credit notes. create measurement guides for all products on our website. work with internal teams and external suppliers effectively to maintain a great customer experience.

Qualifications & Experience:

We will give full training on how we provide excellent customer service the Urban Industry way so we encourage applicants with no experience, but the drive, to apply. Experience of working in a customer service environment would be highly desirable. Experience of working for a web based store would be a strong advantage. Excellent written and verbal communication is a must.

Personal Attributes

Supremely organised and diligent in the customer service process. Unflappable! Can work through with a smile when the pace ramps up. A continuous desire to learn, move forward and bring new ideas to the table. A fantastic team player to work with all departments in the business ensuring high customer service levels run throughout. A can-do attitude with the ability to be super flexible and embrace fast change. A love for Fashion twinned with a love of outdoor activities would be an advantage.

A little about us:

Urban Industry is an internet and bricks & mortar retailer focusing on men's fashion within the styles of Outdoor technical pieces, workwear inspired, classic sportswear and footwear. We are well established since 2002 and fiercely independent in a fast pace & competitive market place. Having a distinct and independent 'voice' is a great advantage to trade larger than our size. We highly encourage team work and contribution from all staff members across the business to get to the best outcomes for customers and employees.

This position is a full time (Min 37.5hrs Per week) based in our Eastbourne Offices & Warehouse.

Please note that this position is for maternity cover initially with the potential of becoming permanent depending on business requirements.

Salary: 24,000 Starting salary (12.30 per hour). We will take into account any strong candidates with proven experience.

Role Benefits:

Company Pension Cycle to work scheme On-site Parking Free Eye tests Generous Staff Discount 28 Days Holiday (inc. Bank Holidays)
Job Types: Full-time, Temporary, Fixed term contract, Temp to perm
Contract length: 9 months

Pay: From 12.30 per hour

Expected hours: 37.5 per week

Benefits:

Casual dress Company pension On-site parking
Work Location: In person