Job Description

You will work as part of the Digital team and be responsible for responding to and solving customer service channel for online orders and the stores via email and other digital platforms.

• Dealing with customer queries relating to online and the stores
• Checking on customer online order status, processing refunds, delayed order communications.
• Escalating and directing customer queries to the relevant business areas where necessary
• Identifying and assessing a customer’s needs to ensure they are satisfied.
• Communicating with customers via email, live chat, occasionally on the phone.
• Keeping detailed records of customer service tickets and being in charge of refunds process
• Following the company’s communication procedures and policies and brand guidelines.
• Using digital systems to check order status, delivery confirmation and product collection
• Managing the brands online reputation and monitoring and responding to customer reviews on TrustPilot and other digital channels
• Produce customer service reports and analysis for management
• Be part of the team drives excellent customer service and sales for the website and stores

Required Knowledge, Skills, and Abilities

• Minimum of 3 years in customer services in retail environment
• Have a proven record in prioritizing and managing daily work priorities
• Have a customer focused outlook
• Comfortable with logging into systems
• Excellent English written and spoken
• Excellent attention to detail