Unit 1000, Spindle Way, Crawley, West Sussex RH10 1TG
£24,000 - £26,000 per annum
Permanent
Full-time
40 hours a week, Monday - Friday, 9am-6pm.
We are looking for a motivated and passionate individual to join our E-Commerce & Customer Service team at our Head Office in Crawley.
In this role, you will act as the first point of contact for our customers and provide an exceptional level of support and care through email and telephone. You will bring a reliable, friendly and professional attitude to the team with a passion to provide the highest level of customer service. This position will suit an individual with a can do approach and the drive to excel in their work.
Key responsibilities:
- Act as the first point of contact for customer enquiries for our online stores and deliver a professional and exceptional level of customer service through email and telephone.
- Take ownership of customer enquiries & complaints to follow problems through to resolution accurately and efficiently.
- Work closely with internal departments and couriers regarding our delivery services, product availability and ensure that customers are proactively updated where required.
- Remain up to date with the latest product & nutrition knowledge to provide informed recommendations and advice to customers confidently and at an expert level.
- Manage our social media channel’s engagement by responding to comments and private messages.
- Follow processes and keep customer service reporting data up to date to drive change and growth.
- Monitor and engage with customer reviews on our public facing platforms and follow through to resolution by acting on their feedback where appropriate.
- Regularly audit listings for accuracy, completeness, and performance based on customer feedback received.
- Collaborate with marketing and design teams to support promotions, new product launches, and seasonal updates where required.
Skills:
- A professional and courteous email and telephone manner is essential
- Previous experience in customer service or similar E-Commerce role is preferable but not essential
- Excellent time management, organisation and reliability to deliver the high level of customer service expected.
- An eye for detail to ensure proficient data entry, visual creativity and optimal functionality
Your working hours would be office based, 9am-6pm Monday – Friday.
