Job Description

Job Overview:
We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service and E-commerce Representative.

Working hours: 40 hours per week Mon-Fri

Salary: 25,400.00-28,000.00 Dependant on experience

As a Customer Service and E-commerce Representative, you will be the first point of contact for our customers, providing exceptional service and resolving inquiries or issues. Ensuring accuracy in data entry, responding to incoming customer communications via Email, Social Media and Telephone and managing them until they are fully resolved. You will assist in customer returns and maintaining product availability on our websites. Contributing to our online presence and helping to maintain the day-to-day functions and requirements of the office.

This is a great opportunity to join a dynamic and growing company that values its employees and offers room for career advancement. We are in a period of growth across both our D2C and B2B channels making this an excellent time to join our team.

Responsibilities:
Communicate with customers via phone, email, socials and chat to provide assistance and resolve enquiries or issues.
- Analyse customer needs and provide appropriate solutions or recommendations
- Upsell products or services to customers when applicable
- Maintain accurate and detailed customer records through data entry
- Ensure customer satisfaction by addressing concerns in a timely and professional manner
- Follow company policies and procedures to ensure consistent service delivery
- Collaborate with other team members to improve overall customer experience

- Develop and maintain high levels of product knowledge to provide excellent customer service through all channels

- Maximise sales through general enquiries

- Escalating cases to senior management when required

- Working with the warehouse team and courier partners to problem solve and promote a high level of service

Additional duties may be added according to the needs of the business

Qualifications:

Excellent communication skills, both verbal and written

Strong analytical skills to understand customer needs and provide effective solutions

Ability to upsell products or services to enhance customer experience

Knowledge of phone etiquette and ability to handle difficult or irate customers with professionalism

Proficient in data entry and computer systems

Multilingual abilities are a plus

Ability to work as part of a team with can do attitude

Organised, proactive approach to tasks with good attention to detail

Good Microsoft excel skills

Experience with Gorgias customer service platform desirable

If you are a dedicated individual with a passion for providing exceptional customer service, we would love to hear from you.

Apply now to join our team as a Customer Service Representative!

Job Types: Full-time, Permanent

Pay: 25,400.00-28,000.00 per year

Benefits:

Company pension Employee discount Free parking On-site parking
Ability to commute/relocate:

Tonbridge TN12 6RR: reliably commute or plan to relocate before starting work (preferred)
Education:

GCSE or equivalent (preferred)
Experience:

customer service: 2 years (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person