Ecommerce Customer Service Assistant
Location: London
This role is responsible for managing customer service communications on behalf of JW ANDERSON. They will help customers with online orders pre and post conversion, including sizing, shipping, returns assistance etc. They will also own the return process, and report on return performance.
Main Responsibilities
- Delivering exceptional customer service by directly engaging with end customers via various communication channels including email and live chat. Acting as the primary contact for all customer-related queries and issues, providing prompt, effective and solution focused responses.
- Support the continuous improvement of customer service processes, documentation and customer communications, making recommendations to the Head of Ecommerce where appropriate.
- Liaise with the relevant teams to assist with order processing, tracking, repairs, exchanges, damages, quality checks, returns and refunds.
- Work closely with the retail teams to drive towards an omnichannel experience, ensuring the clients receive the same service online and in-store.
- Work with operational partners on order excellence for both outbound and inbound digital orders.
- Identify opportunities to improve product information, size guidance and customer-facing content by providing feedback to the ecommerce team.
- Work with the ecommerce team to improve transactional communications and the return experience.
- Maintain customer records and support customer segmentation activities in accordance with guidance from the Head of Ecommerce.
- Support the development of customer engagement initiatives, including maintaining records of VIP customers.
- Work closely with internal teams to address logistical challenges during order fulfilment and provide technical support to customers as needed.
- Track and report on customer service metrics and feedback to drive improvements in service and user experience.
- Attend seasonal and technical trainings with the Production, Design and Merchandising Teams to gain knowledge of the product, so effective recommendations can be made to drive sales (style, sizing, fit etc..)
- Communicate company policies and maintain client confidentiality, adhering to our data protection security guidelines.
- Perform any other reasonable duties as required to support team and company objectives
- Provide support specifically related to our online shopping platform, including troubleshooting order issues, payments, returns, and more.
Skills & Experience
- Previous customer service experience, ideally within ecommerce, luxury retail or premium fashion.
- Previous experience with Shopify and Zendesk is desirable but not a necessity.
- Can prioritise and manage competing priorities based on the urgency of client cases.
- Strong problem-solving skills and a customer-first attitude.
- Excellent verbal and written communication skills.
- Ability to work independently and manage time effectively.
- Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills.
- Always thinking of ways to improve the customer experience.
- A good communicator with the ability to interface regularly with internal and external stakeholders.
- High attention to detail.
- Resourceful and seeks opportunities to be innovative.
No agencies on this occasion please. If you need to contact us about the role, please contact Ryan Tuckwell, Head of HR at careers@jwanderson.com.