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For Companies At a Glance
- Tasks: Supervise customer service, manage orders, and enhance website content.
- Company: Join a dynamic e-commerce team based in London with a focus on customer experience.
- Benefits: Enjoy a hybrid work schedule, flexible hours, 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: Opportunity to collaborate with diverse teams and contribute to exciting projects.
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 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.
Remote Customer Service Supervisor employer: EVE LOM
Contact Detail:
EVE LOM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Remote Customer Service Supervisor
✨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 providing solutions. Be ready to share specific examples of how you've improved customer experiences in previous roles.
✨Tip Number 3
Get comfortable with Gorgias or similar ticket-based systems. Knowing how to efficiently manage customer inquiries through such platforms will demonstrate your readiness for the job.
✨Tip Number 4
Show your enthusiasm for eCommerce by staying updated on industry trends and best practices. Being able to discuss recent developments or innovations can set you apart from other candidates.
We think you need these skills to ace Remote Customer Service Supervisor
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 role. Mention your experience with platforms like Shopify and PayPal, and how you've successfully managed customer inquiries in the past.
Showcase Problem-Solving Skills: Provide examples in your application of how you've resolved customer complaints or improved processes in previous roles. This will demonstrate your ability to collaborate effectively and enhance the customer experience.
Highlight Technical Proficiency: Mention your familiarity with ticketing systems like Gorgias and any other relevant software. This shows that you can quickly adapt to the tools used in the role and contribute from day one.
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 crucial to demonstrate your familiarity with these platforms. Brush up on their functionalities and be ready to discuss how you've used them in past roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenarios where you might need to handle chargebacks, fraud flags, or customer complaints, and think about how you would approach these situations.
✨Emphasise Collaboration Skills
This role requires collaboration with various teams and vendors. Be ready to share examples of how you've worked effectively in a team environment, especially in resolving issues or enhancing customer experiences.
