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For Companies At a Glance
- Tasks: Lead customer service efforts and enhance the online shopping experience.
- Company: Join a dynamic e-commerce team based in London, UK.
- Benefits: Enjoy a hybrid work schedule with remote flexibility and corporate perks.
- Why this job: Make a real impact on customer satisfaction and be part of an innovative culture.
- Qualifications: 3+ years in DTC customer service; tech-savvy and customer-focused.
- Other info: Opportunity to collaborate on exciting projects and improve website content.
The predicted salary is between 36000 - 60000 £ per year.
The role is based in London, UK with a hybrid remote and office schedule and will be reporting into the Senior Director of E-Commerce.
E-commerce Order Management
- Monitor Shopify and PayPal daily for chargebacks, pending returns, and orders flagged for fraud.
- Moderate and cancel orders in the order management system as needed.
- Execute Amazon and eCom inventory transfers.
Customer Service
- Collaborate with supervisor, 3rd party vendors, and internal team to improve customer experience, correct and prevent customer complaints, and suggest improvements to enhance customer experience.
- Provide prompt and friendly customer support through the ticket-based system Gorgias and escalate customer inquiries to appropriate departments.
- Assist eCommerce team with testing and troubleshooting website issues.
- Enhance customer experience by making product recommendations and new routine suggestions to customers.
- Support with special projects as needed.
Content Management
- Set up and execute website content updates to support corporate initiatives, including but not limited to: blog articles (including brand campaigns), Store Locator updates, moderation of reviews and UGC, Events Pages, FAQs, etc.
- Support content requests submissions by adding details needed for creative work to begin, such as creative briefs, product selects, asset links, and examples.
- Update site content calendars and assist with cross-functional communications while ensuring that non-commercial content is up to date.
- QA and validation for all new content/functionality launches to the websites from staging to production.
- Conduct thorough QA of site content to ensure a high-quality client experience across mobile and desktop.
Minimum 3 years of DTC customer service experience; Ability to provide excellent customer service consistently; Ability to navigate and work with multiple computer programs and systems;
Customer Service Lead (REMOTE) employer: EVE LOM
Contact Detail:
EVE LOM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead (REMOTE)
✨Tip Number 1
Familiarise yourself with Shopify and PayPal, as these platforms are crucial for the role. Understanding how to monitor chargebacks and manage orders will give you a significant edge during interviews.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complaints and providing solutions. Be ready to share examples of how you've improved customer experiences in previous roles.
✨Tip Number 3
Gain experience with ticket-based systems like Gorgias. If you haven't used it before, consider exploring similar platforms to understand how they function, as this knowledge will be beneficial.
✨Tip Number 4
Showcase your ability to collaborate with teams and vendors. Prepare to discuss any past projects where teamwork led to successful outcomes, as this is key for the Customer Service Lead position.
We think you need these skills to ace Customer Service Lead (REMOTE)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in e-commerce. Emphasise any specific achievements or metrics that demonstrate your ability to enhance customer experience.
Craft a Compelling Cover Letter: In your cover letter, address how your skills align with the responsibilities of the Customer Service Lead role. Mention your experience with tools like Gorgias and your ability to collaborate with teams to improve customer satisfaction.
Showcase Problem-Solving Skills: Provide examples in your application of how you've successfully handled customer complaints or improved processes in previous roles. This will demonstrate your capability to manage challenges effectively.
Highlight Technical Proficiency: Since the role involves navigating multiple systems, mention your familiarity with platforms like Shopify and PayPal. If you have experience with content management or QA processes, be sure to include that as well.
How to prepare for a job interview at EVE LOM
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in customer service, especially in a DTC environment. Be prepared to discuss specific examples of how you've handled customer complaints and improved the customer experience.
✨Familiarise Yourself with E-commerce Platforms
Since the role involves working with Shopify and PayPal, it’s beneficial to have a good understanding of these platforms. Brush up on their functionalities and be ready to discuss how you would manage chargebacks and fraud detection.
✨Demonstrate Problem-Solving Skills
Prepare to share instances where you've successfully resolved issues or improved processes. This could involve troubleshooting website problems or enhancing customer interactions, which are key aspects of the role.
✨Be Ready for Content Management Questions
As the role includes content management, think about your experience with website updates and content creation. Be prepared to discuss how you ensure high-quality content and your approach to QA processes.
