Customer service

We have an opening for an online customer experience specialist, for a jewellery brand based in London, UK. We are a sustainable jewellery brand championing those who dare to think a little different and want a little different. We’re looking for the person that’s ready to make a big impact in this fast paced, ever-growing industry by ensuring all our lovely customers have a positive experience - even when things don’t quite go as planned.


Requirements
You should be a self-starter with a wealth of customer service experience. We need someone who possesses exceptional organisational skills, capable of creating simple scalable solutions to complex problems and thrive in a fast paced and dynamic environment.
· 2+ years of experience working in e-commerce & customer experience
· Ability to operate in a fast-paced environment
· Comfortable working in a small team as well as independently
· Proficient Microsoft office skills/ Mac literate
. Proficient in Shopify and Gorgias (or other similar CRM software, e.g Zendesk)


Roles and responsibilities:
· Ensure operational excellence by resolving customer queries and complaints promptly in a professional manner to ensure best in class customer service
· Manage multiple customer service requests concurrently
· Managing the returns process which will include troubleshooting issues with products as well as processing refunds directly on Shopify
· Advising dispatch team of orders with SKU or delivery amendments as well as resolving any delivery issues with dispatch team / the courier / the customer.
· Operate with an innovative mindset to think outside the box when solving customer problems
A bit about you:
· English Language - Advanced Skills (grammar, spelling and punctuation)
· Organised individual with ability to manage and prioritise workload
· An ability to see the ‘bigger picture’ rather than the task in hand
· Team player with strong written and verbal communication skills
· Keen eye for detail and strives for high levels of accuracy
· Positive & empathetic approach to problem solving whilst working to possible tight deadlines
· Ability to maintain a positive attitude whilst multi-tasking
· Able to grasp systems with ease
· Experience working within an online environment is essential