E-Commerce Customer Service Advisor (Office Based)
About Us
Trimming Shop is a family-run business that was founded back in 1985.
We are one of the UKs biggest importers, retailers and wholesalers of event décor, haberdashery and sewing supplies and arts and crafts products.
Job Summary:
Great Experiences produce Great Customers - Are you a people person?
We are looking for an experienced E-Commerce Customer Service Advisor to support customers purchasing through our own websites and multiple online marketplaces, including Amazon, eBay and Etsy. This office-based role handles customer enquiries, order support and after-sales service across these e-commerce channels via phone, email, webchat, marketplace messaging systems and other digital channels.
Previous office-based customer service experience is essential. Experience in e-commerce, online marketplace support, a contact centre or order processing environment is particularly relevant. Face-to-face retail/store customer service experience alone does not meet this requirement.
E-Commerce Customer Service Job Duties:
- Respond professionally to customer enquiries across our websites and online marketplaces via phone, email, webchat, marketplace messaging systems and other digital channels.
- Support customers across multiple e-commerce channels with product questions, order updates, promotions, cancellations and post-purchase enquiries.
- Investigate and resolve e-commerce and marketplace order issues, including delayed or incorrect deliveries, faulty items, returns and refunds.
- Process and accurately record customer returns, refunds and relevant order updates using our in-house software and marketplace systems.
- Log customer interactions and keep customer, account and order information accurate and up to date across the relevant systems and sales channels.
- Build strong knowledge of our products, services, policies and sales promotions.
- Handle sensitive customer information and financial records confidentially.
- Work with Management and the Team Leader to improve processes, response times and customer experience.
- Take ownership of enquiries and deliver a consistently high standard of customer service.
- Carry out other ad hoc duties appropriate to the role.
Essential Skills & Experience Needed:
- Previous office-based customer service experience is essential, ideally within e-commerce, online marketplace support, a contact centre, order processing or a similar desk-based environment.
- Experience communicating with customers remotely by phone and in writing, including email, webchat and/or online marketplace messaging systems.
- Strong computer and digital skills, including MS Office, Microsoft 365 or Google Workspace, with the ability to learn customer service, order-management and marketplace systems.
- Excellent verbal and written communication skills, with the ability to build empathy and rapport without face-to-face interaction.
- Organised, accurate and self-motivated, with the ability to prioritise, problem-solve and manage multiple enquiries in a fast-paced environment.
- Comfortable with listening and speaking over the phone to customers.
- Confident in being able to build empathy and rapport with new people.
- Capable of working with standard digital office and online based applications (eg - MS Office, MS 365, or Google workspace).
- Excellent communication skills, both verbal and written.
- Self Motivated, problem solver and prioritiser, who's keen to learn the detail of this multi-tasking role.
- Can achieve results when working in a fast-paced, team environment as well as individually.
Personal Qualities
Clear communication skills, professionalism, adaptability, empathy, patience, ability to work under pressure, attention to detail and willingness to learn.
Qualifications
English and Maths Grade 3/D or above
Strong computer skills
Previous Office based Customer Service Support/Advisor experience
Working Hours
Monday – Saturday 8am to 4:30pm
(5 days per week week, with one weekday off)
Hourly Rate
National Minimum Wage depending on age
Additional Employability Support
Full training, support and supervision will be provided on our products, processes, software, websites and marketplace platforms. This training builds on the successful candidate's existing office-based customer service experience.
Job Types: Full-time, Permanent
Pay: From £12.71 per hour
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Ability to commute/relocate:
- Waltham Cross, Essex: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Experience:
- office-based customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
