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- Tasks: Provide top-notch customer support via email, chat, and phone while managing orders and queries.
- Company: Join a vibrant fashion brand in Hoxton, London, dedicated to exceptional customer experiences.
- Benefits: Enjoy a Monday to Friday schedule with opportunities for growth in a dynamic start-up environment.
- Why this job: Be part of a passionate team, enhance your skills, and make a real impact on customer satisfaction.
- Qualifications: Must have online retail experience, familiarity with Gorgias, Shopify, and a passion for customer service.
- Other info: This role is perfect for someone who thrives in a fast-paced, small team setting.
The predicted salary is between 24000 - 36000 £ per year.
The primary purpose of this role is to provide comprehensive support to the business, giving the best customer service possible, responding to inquiries from prospective, current and past customers whilst successfully using both technical expertise and interpersonal skills to run customer service operations.
The Key Responsibilities Are:
- Email and Shopify Order Management: Provide customers with an exceptional level of customer service to ensure that we provide a great brand experience throughout the entire customer journey from pre sale to post sale. Responding to customer queries and closing off queries within 3-4 hours response time via Gorgias.
- Managing TrustPilot and Google Reviews platform ensuring satisfied customers leave positive reviews and ensuring negative replies are avoided.
- Researching and executing ways to acquire more customers whether online or face to face or events activations via sample sales or new collection launches.
- Assisting with customer enquiries and providing personalised product information.
- Interacting with customers via email, Instagram DM’s, website chat and phone. Comfortable and confident communicating with customers over the phone, providing clear and friendly support.
- Assisting with product exchanges and refunds.
- Managing escalations and disputes or chargebacks via PayPal or Shopify.
- Assisting with custom/bespoke order queries and processing confirmed orders via Shopify.
- Converting queries pre purchases into purchases to help increase revenue.
- Processing abandoned carts to convert sales / help customers complete orders.
- Working with the Production Team to reduce the number of monthly returns and exchanges.
- Inventory Management: Liaising with the Inventory / Production team to check stock availability on ready to ship items. Having first hand knowledge and memory of all inventory available in stock, ready to ship or communicating with production team regarding stock production time frames. Being knowledgeable on size guide provided in order to assist customer queries.
- Shipping Logistics: Liaising with Fulfilment Coordinator to ensure all deliveries are completed on time. Assisting customers tracking orders using DHL tracking system.
- Monthly Reporting: Weekly reporting on Customer Care performance on Slack to a wider team. Weekly reporting to Product Team on customer feedback. Monthly reporting on number of orders, sales, fulfilled orders, requested returns or exchanges, chargebacks, customer feedback, notes for production team. Annual reports of YTD Customer Service on orders, refunds, chargebacks.
Qualifications & Experience:
- Must have experience using Gorgias.
- All candidates are expected to have at least one years’ experience in online retail fashion and a genuine desire to provide good service levels to the customer.
- An understanding and passion for Khanum’s and enthusiasm to represent the brand well.
- Familiar with working in a small focused team/start up environment.
- Developed digital/tech skills.
- Experience using Shopify and PayPal.
- Experience using Microsoft Excel.
Qualities & Attributes:
- Ability to remain calm and handle multiple tasks.
- Strong grit to handle difficult conversations with difficult customers.
- Ability to work in a fast paced environment.
- Great communication and writing skills with exceptional email etiquette.
- Time management and organisational skills are a must.
- Quick learner and ability to adapt with new platforms / dashboard.
- Reliability is extremely crucial as this role is a one woman team and requires the individual to manage accordingly.
Customer Care Representative employer: Khanum's
Contact Detail:
Khanum's Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Representative
✨Tip Number 1
Familiarise yourself with Gorgias, as it's a key tool for managing customer queries. Consider exploring online tutorials or forums to understand its features better, which will help you stand out during the interview.
✨Tip Number 2
Brush up on your knowledge of Shopify and PayPal, as these platforms are essential for order management and processing payments. Being able to discuss your experience with these tools confidently can give you an edge.
✨Tip Number 3
Showcase your ability to handle difficult conversations by preparing examples from your past experiences. Think of specific instances where you turned a negative customer interaction into a positive outcome.
✨Tip Number 4
Demonstrate your passion for the brand by researching Khanum’s products and values. Be ready to discuss how you can contribute to enhancing the customer experience and represent the brand effectively.
We think you need these skills to ace Customer Care Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in online retail fashion. Emphasise any previous roles where you used Gorgias, Shopify, or PayPal, as these are crucial for the position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Khanum’s brand. Mention specific examples of how you've successfully handled customer inquiries or resolved issues in the past.
Showcase Communication Skills: Since great communication is key for this role, ensure your application reflects your writing skills. Use clear, concise language and maintain a friendly tone throughout your CV and cover letter.
Highlight Relevant Experience: In your application, detail your experience in managing customer queries, especially through email and social media platforms. Include any metrics or achievements that demonstrate your ability to improve customer satisfaction or sales conversions.
How to prepare for a job interview at Khanum's
✨Showcase Your Customer Service Skills
Be prepared to discuss specific examples of how you've provided exceptional customer service in the past. Highlight your ability to handle difficult conversations and resolve issues effectively, as this role requires strong interpersonal skills.
✨Familiarise Yourself with Gorgias and Shopify
Since experience with Gorgias and Shopify is essential for this position, make sure you understand how these platforms work. If possible, practice using them beforehand or review their features so you can speak confidently about your experience.
✨Demonstrate Your Passion for the Brand
Research Khanum’s brand and its values. Be ready to express why you are excited about representing the brand and how your personal values align with theirs. This will show your genuine interest in the role and the company.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific customer scenarios, such as managing escalations or processing refunds. Think through potential situations and formulate your responses to demonstrate your problem-solving abilities and calmness under pressure.
