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- Tasks: Lead a remote team to enhance customer service and manage e-commerce operations.
- Company: Join a dynamic e-commerce company focused on delivering exceptional customer experiences.
- Benefits: Enjoy flexible remote work options and opportunities for professional growth.
- Why this job: Be part of a vibrant culture that values innovation and customer satisfaction.
- Qualifications: 3+ years in DTC customer service; strong multitasking and tech skills required.
- Other info: Collaborate with diverse teams and contribute to exciting projects.
The predicted salary is between 28800 - 48000 £ 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 Requirements
- 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 Team Leader - Remote Working employer: EVE LOM
Contact Detail:
EVE LOM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader - Remote Working
✨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 the interview.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complaints and improving customer experiences. Be ready to share specific examples of how you've successfully resolved issues in the past.
✨Tip Number 3
Get comfortable with Gorgias or similar ticket-based systems. Being able to demonstrate your proficiency in managing customer inquiries efficiently will show that you're prepared for the demands of the role.
✨Tip Number 4
Highlight any experience you have with content management and website updates. Discussing your familiarity with QA processes and ensuring high-quality client experiences can set you apart from other candidates.
We think you need these skills to ace Customer Service Team Leader - Remote Working
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any leadership roles. Emphasise your ability to manage e-commerce platforms like Shopify and PayPal, as well as your familiarity with ticket-based systems such as Gorgias.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences and detail specific examples of how you've successfully resolved customer complaints or improved processes in previous roles.
Showcase Your Technical Skills: Mention your proficiency with various computer programs and systems, particularly those related to e-commerce and content management. Highlight any experience you have with QA processes and website content updates.
Demonstrate Team Collaboration: Provide examples of how you've collaborated with teams or third-party vendors to improve customer service. This could include projects where you worked together to enhance the customer experience or resolve issues.
How to prepare for a job interview at EVE LOM
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in direct-to-consumer (DTC) customer service. Be prepared to discuss specific examples where you successfully resolved customer complaints or improved the customer experience.
✨Familiarise Yourself with E-commerce Platforms
Since the role involves monitoring 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 handle chargebacks and fraud detection.
✨Demonstrate Team Collaboration Skills
This position requires collaboration with various teams and vendors. Prepare to share examples of how you've worked effectively in a team setting, especially in resolving issues or enhancing customer experiences.
✨Prepare for Content Management Questions
As content management is part of the role, be ready to discuss your experience with website updates and content creation. Think about how you can contribute to corporate initiatives and ensure high-quality client experiences.
