At a Glance
- Tasks: Manage customer communications and resolve queries across various platforms.
- Company: Join a dynamic team at Apricot, a leading Marketplace operation.
- Benefits: Starting salary of £26,000, with opportunities for growth and development.
- Other info: Work in a supportive environment with a focus on teamwork and innovation.
- Why this job: Be the voice of our brand and enhance customer experiences every day.
- Qualifications: Previous customer service experience and strong communication skills required.
The predicted salary is between 26000 - 26000 £ per year.
LOCATION: Moorgate Head Office, London
CONTRACT: Permanent, Full-Time
HOURS: 35 hours over 5 days, Tuesday to Saturday
PAY RATE: Starting at £26,000 per annum
JOB OVERVIEW
As a key member of our growing Marketplace operation, this role will take responsibility for the day-to-day customer service experience across our Marketplace channels, whilst working closely with the wider Customer Services and Ecommerce teams. The role will have visibility across the wider Apricot customer journey, working collaboratively with Customer Services, Ecommerce, Warehouse and other relevant teams to support a seamless experience from order through to fulfilment and delivery. As part of the wider Customer Services function, the role may also provide support across other customer service activities where required.
KEY RESPONSIBILITIES
- Manage customer communications received via email, telephone, Marketplace platforms, social media and other relevant channels.
- Work closely with Marketplace clients and internal teams to ensure customer queries, complaints and issues are managed and resolved effectively.
- Provide timely and accurate responses whilst maintaining a high standard of customer service and protecting the reputation of the Apricot brand.
- Ensure customer expectations are managed effectively to minimise repeat contact and achieve a positive customer experience.
- Develop a strong understanding of Marketplace platforms, their customer service requirements and individual processes.
- Understand the drivers of the Apricot brand and ensure all customer communication reflects the appropriate Apricot tone of voice.
- Support Marketplace clients and internal teams with customer service information, trends and feedback to help improve the overall customer experience.
- Identify recurring customer issues and proactively highlight opportunities to improve processes, products or customer communications.
- Record customer contacts and the reasons behind them, providing regular reporting and insight into key trends.
- Escalate complaints, claims and complex customer issues to the appropriate member of management or relevant department when required.
Orders, Fulfilment & Operations
- Maintain an awareness of the customer journey from initial order through to fulfilment, dispatch and delivery, ensuring that customer service issues are considered within the wider operational process.
- Liaise with Ecommerce, Warehouse, Marketplace clients and relevant internal teams to resolve order-related issues efficiently.
- Investigate issues relating to missing, delayed, cancelled or incorrectly fulfilled orders and ensure appropriate action is taken.
- Flag operational issues that may be impacting the customer experience, including fulfilment delays, stock-related issues or system-related problems.
- Identify patterns or recurring operational issues and communicate these to the relevant teams, helping to prevent repeat customer contacts.
- Provide support across wider Apricot customer service and fulfilment activities where required.
Payments, Refunds & Claims
- Investigate and resolve payment, refund and credit-related customer queries.
- Work closely with the relevant internal teams to support refund and credit processing across applicable payment methods and Marketplace platforms.
- Investigate customer payment disputes and escalate where appropriate.
- Manage and investigate delivery-related claims, working with carriers and Marketplace clients where necessary.
- Identify and escalate potential fraudulent or unusual customer activity in line with company procedures.
Logistics & Delivery
- Investigate delivery issues across Marketplace orders and take all reasonable action to achieve a timely resolution.
- Liaise with relevant delivery partners, including Royal Mail, DPD, DHL, Evri and other third-party providers.
- Monitor issues relating to lost, delayed, damaged or incorrectly delivered parcels.
Customer Insight & Continuous Improvement
- Identify common reasons for Marketplace customer contact and provide regular insight to the wider team.
- Use customer feedback to identify opportunities to improve processes, communications and the overall customer journey.
- Share relevant Marketplace customer feedback with Marketplace clients, Ecommerce, Warehouse, Garment Technology and other departments.
- Report recurring product or garment issues to the relevant teams.
- Assist with maintaining and updating FAQs, customer-facing guidance and internal knowledge bases.
- Look for opportunities to improve efficiency, reduce avoidable customer contact and enhance the customer experience.
- Support the Marketplace and Ecommerce team with projects and initiatives designed to improve our overall performance and customer satisfaction.
This is not an exhaustive list and in the interests of the day to day operation of the business the successful candidate may be required to carry out work that is not detailed in this job description.
SKILLS & KNOW-HOW
- Previous experience in customer service, ideally within Ecommerce, retail or a Marketplace environment.
- Experience working with Marketplace platforms and/or third-party retail partners would be advantageous.
- Strong written and verbal communication skills.
- Excellent organisational skills and attention to detail.
- Confident investigating issues and working across multiple departments to reach a resolution.
- Comfortable working with data, reporting and customer contact information.
- Strong computer skills and confidence learning new systems and platforms.
- Ability to prioritise workload effectively and manage competing demands.
- A proactive approach, with a genuine desire to improve the customer experience.
- Commercial awareness and an understanding of the wider impact of customer service decisions.
BEHAVIOURS
- A great communicator and problem solver.
- Empathetic and able to understand and respond to the root cause of each customer complaint.
- Looking to work within a small team, within a non-hierarchical organisation.
- Able to demonstrate high levels of integrity, trust and ownership.
- Personal resilience and able to act on own initiative.
If you need any adjustments made during the application and/or interview process do let us know. Good Luck!
Online Customer Service Executive in London employer: Apricot
At Apricot, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values teamwork and personal growth. Located in the beautiful city of Bath, our retail store provides a supportive environment where you can enhance your fashion knowledge and customer service skills while enjoying flexible part-time hours. Join us to be part of a passionate team dedicated to delivering outstanding experiences to our customers and fostering your career in fashion retail.
StudySmarter Expert Advice🤫
We think this is how you could land Online Customer Service Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Apricot. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Apricot before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Online Customer Service Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Apricot:Your cover letter is your chance to shine! Tell us why you want to work at Apricot specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Apricot!
How to prepare for a job interview at Apricot
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
