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eCommerce Customer Service Advisor

East London – FMCG – up to £28k

Onsite 8:30-16:30pm Mon-Fri

I am working with an FMCG SME brand that has been growing since 2008, they have grown a dynamic and talented team and have a lovely team culture, where they enjoy being in the office together but after 4:30pm they ensure everyone switches off, with emails being banned after this time!

They are now growing their team and looking for an enthusiastic Customer Service Advisor with eCommerce processing experience to join the team. Your role will be to ensure the brand’s customers have the best experience with the brand. Working closely with the Operations and eCommerce team you will ensure exceptional customer care is provided regularly, especially during peak training (Christmas and Black Friday).

The Role

This role will report to the Head of Operations and you will be responsible for:

• Review and maintain daily customer contact channels (emails, phone calls).
• Working with the Customer Service Advisor for Wholesale and Retail to process orders and adhoc assistance.
• Conduct and review performance-related feedback to relevant departments from customer service communication.
• Process all returns and resends.
• Ensure to build relationships with the brand’s customers, they have a very loyal customer base and aim to provide a bespoke and authentic engagement with them.
• Ensure performance is meeting Customer Service KPIs
• Handle consumer queries in relation to events.

You

This brand love entrepreneurial, driven and inquisitive people. You’ll need:

• At least 2 years’ experience in an online customer service role.
• Experience in CRM platform (Gorgias), eCommerce Platform (Shopify) and Linnworks is ideal.
• Excellent communication skills.
• Positive and proactive attitude

Benefits

• 28 days holiday + bank holidays
• Bonus based on KPIs
• Onsite parking
• Product discount