Job Description

Senior Ecommerce Customer Service and Community Advisor - Fashion Ecommerce Brand

Footwear, accessories and fashion brand Irregular Choice is a renowned trend upsetter, helping people stand out from the crowd and our own unique style since 1999.

We serve a global eCommerce customer base and boast a social media following of over half a million fans - sparking engagement with 2.8 million users each month. From Australia to Peru, the US, Europe, and Southeast Asia, our passionate community includes everyone from everyday enthusiasts to A-list celebrities.

At Irregular Choice we strive to create a fun, sparkling, eccentric world for our customers every single season.

The role is a pivotal role within Irregular Choice supporting customers with orders and boosting customer engagement with the community

Day to day responsibility for customer service order operations

This is the primary function of the role

Customer communication - primarily by email due to the international nature of the clients and times

Customer orders - supporting customers with the practical side of end to end ordering online

Stock - responding to customer requests for particular items and alternatives as well as proactive suggestions

Courier delivery - resolving customer queries and courier reported issues

Troubleshooting - proactively identifying and reactively resolving order issues

Payment resolution - react and resolve issues relating to the customer or payment method eg Paypal, Klarna

Customer returns support - processing exchanges and returns both reactively and proactively

Connection to the team

Working with the wider team to service customers

Product knowledge - have great knowledge of the product range to enable the best customer service

Marketing and social media - follow and understand the marketing calendar and strategies

Warehouse procedures - day to day communication with the warehouse team in relation to order fulfilment, despatch, couriers and returns

Courier service - work closely with the courier company to continually track orders, monitoring performance and resolve issues

Community Engagement

Proactive engagement with the community whenever possible

Know the community - gather and record insights into customers, learning about the International Irregular Choice community

Customer Satisfaction - take a proactive approach to customer satisfaction, working to surprise and delight fans with unique personal service

Customer loyalty - foster customer loyalty, personalised follow-ups, and proactive support to enhance customer experience.

Fan Groups - engage with fan groups to create excitement about new designs and collections

Key customers - know the customers through order information and engagement, maintain and nurture long-term relationships to foster trust and loyalty with customers

Community events - liaising with the marketing team on community events

Customer Reviews - continually monitor customer feedback regarding products and service, liaising with other departments to make improvements

Customer Information - email and Shopify data analysis to gain insights and ideas

Social Media - liaising with the digital team for customer feedback and trends

The opportunities are endless!

Skills

Retail, ecommerce or customer service experience

Excellent communication skills dealing with both positive and difficult situations

Excellent spelling and grammar with a friendly written style

Positive can do attitude

Good at prioritising, under pressure

Proactive, problem solver with great common sense

Knowledge of other languages an advantage eg French, German

IT basics - googlesheets, Shopify (training given)

This role is based at the head office in Shoreham beach. While typically it is Monday to Friday 8.30-5.00 we may consider a shorter working day

Please send your CV with a cover email including why you are suited to the role, plus your availability work hours, availability to start and required pay.

Job Types: Full-time, Part-time

Benefits:

Additional leave Employee discount On-site parking
Schedule:

Monday to Friday
Work Location: In person