Customer Service Executive
Permanent, full-time position
Based in Hertford SG13
Mon-Fri – 8:30am-5:00pm (half hour lunch)
Salary: £24,000
Our client is an international, innovative, and passionate travel goods business, with their Head Office in Hertford, offices in USA, China and Hong Kong, and their manufacturing and supplier base in China.
They are looking for an enthusiastic, helpful Customer Service Executive & Shopify Associate with excellent customer service and IT skills, who is ready to hit the ground running in their team!
The role includes, but is not limited to:
* Dealing with customer warranty claims (Global) and seeing through to resolution
* Dealing with online order returns and refunds
* Maintaining a positive, empathetic, and professional attitude toward customers at all times
* Responding promptly to customer enquiries/complaints
* Communicating with customers, being the main point of contact for multiple social media accounts (Twitter, Facebook, Instagram, Shopify)
* Keeping records of customer interactions, transactions, comments, and complaints
* Communicating and coordinating with colleagues as necessary
* Providing feedback on the efficiency of the customer service process
* Ensure customer satisfaction and provide professional customer support
* Using in-house systems and Excel to produce and maintain management reports
* Ensure timely responses in line with Service Level Agreements (SLA’s)
The ideal candidate will have:
* Previous customer service experience.
* Previous experience within customer service, web chat and responding to customers via social media
* Be able to use your initiative, be highly organised and have excellent written and verbal communication skills
* Maintain professional, presentable, and courteous image
* Be customer orientated with a flexible, can-do attitude
* Be competent in using MS Office, especially Excel & Outlook
* Be able to handle lightweight but bulky luggage samples
* Be capable of working under pressure to meet targets in a fast-paced environment
* Demonstrate a willing and quick capability to learn
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