Customer Account Executive

My client is a local Hair/Fashion Brand who are looking to expand their Customer Service team. This is a fantastic opportunity to join a vibrant and forward thinking company.

Job Responsibilities:

• Answering customer calls to deal with queries, advice on suitable products, check delivery information and general questions.

• Write, Update and Maintain FAQs.

• Responding to customer messages from eBay, Website, and e-commerce/social Media-channels in a timely manner.

• Ability to use product knowledge to help customers decide what's right for them.

• Ability to empathise with our customers and understand how important a resolution is and to ensure customer retention.

• Live chat Web Holding.

• Liaise with delivery companies, investigate delivery and return issues, handle courier claims.

• Ensuring Online Reviews, eBay resolution center disputes and PayPal cases are responded promptly and precisely.

• Identifying key customer issues and presenting them in a monthly report to the managers.

• Processing customer returns, ensuring all customers who return their items receive replacements or refunds in a timely manner.

• Creating return reports, seller rating reports, claims reports and presenting them to the managers.

• Communicating with customers to ensure we receive positive feedback on all of our e-commerce channels, and ensuring our high feedback score is maintained.

• Liaising with the warehouse team to ensure all orders are shipped out on time.

• General office support to ensure customer orders are received and processed smoothly

• Ad-hoc office administrative task as and when required.

Required skills:

• Experience with Microsoft Office.

• Excellent communication skills - written and verbal, articulate with good spelling and grammar.

• Good management skills, with excellent attention to details and well organized.

• Ability to work well as part of a team as well as using initiative.

• The ability to work quickly & accurately and pay attention to details.

• Flexibility to increase workload in very busy times