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- Tasks: Engage with customers via email, WhatsApp, phone, and Instagram while managing online orders.
- Company: Join Emilia Wickstead, a fast-growing luxury fashion brand known for exceptional service.
- Benefits: Enjoy flexible working options and the chance to grow in a dynamic e-commerce environment.
- Why this job: Be part of a vibrant team that values customer experience and offers opportunities for career development.
- Qualifications: Impeccable English skills, passion for customer service, and basic Shopify experience required.
- Other info: Must have the right to work in the UK; salary expectations and notice period needed.
The predicted salary is between 30000 - 42000 £ per year.
Champion the Emilia Wickstead service offering, providing exceptional customer service; advocating the online experience. Working alongside the E-commerce Manager to support our customers from the moment they arrive on the website, throughout the order process and beyond. We are looking for a proactive individual who is looking to develop a career in E-commerce with a fast-growing luxury fashion brand.
CUSTOMER SERVICE
- Answer all incoming customer care queries in a timely and engaging manner via email, WhatsApp, phone and Instagram.
- Be responsible for LiveChat, effectively and efficiently managing visitor enquiries offering support across the range of Emilia Wickstead products and services.
- Ensure that customer requests are responded to and recorded in line with company guidelines and tone-of-voice.
- Build and maintain online customer relationships offering a personal service that inspires brand loyalty.
- Administrate and oversee internal stock movements across store and dispatch centres ensuring the orders are processed within optimal timelines.
- Become an authority in Emilia Wickstead product offering; advising clients based on in-depth product knowledge.
- Advocate for online clients ensuring that internal teams are accountable for their part in the customer journey.
- Coordinate with internal teams regarding Made To Order and bespoke requests.
- Administrate and oversee the returns process ensuring refunds and stock processes are adhered to.
- Resolve customer issues in a timely and supportive manner.
- Provide customer sales after-care, ensuring that customer feedback is recorded and acted upon so that we continually improve the Emilia Wickstead customer journey.
- Report on customer issues and product feedback to the wider team.
- Be responsible for customer experience on marketplace platforms ensuring that orders are processed in a timely manner in line with partner brand requirements.
- Liaise with warehouse and store regarding stock availability ensuring the orders are shipped within the shipment deadlines.
- Liaise with couriers to mitigate any potential delays or service disruptions.
- Responsible for courier administration ensuring that customs and clearance requests are dealt with in line with courier deadlines.
- Support with dispatch during peak periods.
- Compile weekly customer feedback reports, flagging any issues.
ECOMMERCE
- Ensure that the Emilia Wickstead website is frequently updated in line with product focuses and deliveries.
- Be responsible for product enrichment working with internal teams to ensure product data is accurate.
- Support with product loading and merchandising, ensuring products are tagged in line with merchandising rules.
- Support E-Commerce manager with E-Commerce shoot organisation and production.
- Manage flat-shot/ghost mannequin photography ensuring that product photography is completed in a timely manner, optimising stock saleability.
- Support with online CRM, building out customer groupings and segments.
- Carry out site walk-throughs noting points of friction, product detail accuracy, and making modifications to improve site performance.
Requirements:
- Impeccable written and spoken English.
- A passion for customer service and logistics.
- An enthusiastic and positive attitude with the willingness to learn.
- Dedication to offering exceptional customer experience.
- Excel/Google Sheets skills preferable.
- Basic experience using Shopify platform.
- Flexibility to work from both our Head Office and store in Sloane Street.
- Be an active and positive contributor to the team, always willing to represent the online trading team and be prepared to go the extra mile.
Please state salary expectations and notice period. You must have the right to work without restriction in the UK. Please note that if you do not hear back within 2 weeks, unfortunately you have not been successful.
Ecommerce/Customer Care Coordinator employer: Emilia Wickstead
Contact Detail:
Emilia Wickstead Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce/Customer Care Coordinator
✨Tip Number 1
Familiarise yourself with the Emilia Wickstead brand and its product offerings. Understanding the luxury fashion market and the specific products will help you engage more effectively with customers and demonstrate your passion for the brand during any interactions.
✨Tip Number 2
Practice your customer service skills by role-playing different scenarios. This will prepare you for handling various customer queries and issues, ensuring you can provide timely and supportive responses that align with the company's tone of voice.
✨Tip Number 3
Get comfortable with using e-commerce platforms like Shopify. Familiarity with these tools will not only boost your confidence but also show your potential employer that you're ready to hit the ground running in managing online sales and customer interactions.
✨Tip Number 4
Network with professionals in the e-commerce and luxury fashion sectors. Engaging with others in the industry can provide valuable insights and connections that may help you stand out as a candidate when applying for the position.
We think you need these skills to ace Ecommerce/Customer Care Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and e-commerce. Emphasise any roles where you've managed customer queries or worked with online platforms, especially if you have experience with Shopify.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and the luxury fashion industry. Mention specific examples of how you've provided exceptional customer experiences in the past and how you can contribute to Emilia Wickstead's brand values.
Showcase Your Communication Skills: Since impeccable written and spoken English is a requirement, ensure that your application is free from grammatical errors. Use clear and engaging language to demonstrate your communication skills, as this role involves interacting with customers across various platforms.
Highlight Your Enthusiasm: Convey your enthusiasm for the role and the company in both your CV and cover letter. Mention your willingness to learn and adapt, as well as your dedication to providing an exceptional customer experience, which aligns with the company's mission.
How to prepare for a job interview at Emilia Wickstead
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided exceptional customer service in the past. Highlight your ability to handle queries across different platforms like email, phone, and social media, as this role requires engaging with customers through various channels.
✨Demonstrate Product Knowledge
Familiarise yourself with Emilia Wickstead's product offerings before the interview. Being able to discuss specific products and their features will show your enthusiasm for the brand and your readiness to become an authority on their offerings.
✨Emphasise Team Collaboration
This role involves working closely with internal teams. Be prepared to discuss your experience in collaborating with others, especially in a fast-paced environment. Share examples of how you’ve worked with different departments to enhance customer experiences.
✨Express Your Passion for E-commerce
Convey your genuine interest in e-commerce and luxury fashion. Discuss any relevant experiences or projects that demonstrate your commitment to developing a career in this field, and how you can contribute to the growth of the brand.
