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For Companies At a Glance
- Tasks: Provide top-notch customer support via email, social media, and phone.
- Company: Join a dynamic startup focused on delivering exceptional fashion experiences.
- Benefits: Enjoy a Monday to Friday schedule with opportunities for growth in a vibrant team.
- Why this job: Be part of a passionate team that values customer satisfaction and brand representation.
- Qualifications: Must have online retail experience and familiarity with Gorgias, Shopify, and PayPal.
- Other info: This role is perfect for someone who thrives in a fast-paced, small team environment.
The predicted salary is between 28800 - 43200 £ 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 (Greater London) employer: Khanum's
Contact Detail:
Khanum's Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Representative (Greater London)
✨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 respond efficiently during your 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 set you apart from other candidates.
✨Tip Number 3
Showcase your understanding of the fashion retail industry by staying updated on current trends and customer preferences. This will not only help you in the role but also demonstrate your genuine passion for the brand during the interview.
✨Tip Number 4
Prepare examples of how you've handled difficult customer interactions in the past. Highlighting your problem-solving skills and ability to remain calm under pressure will be crucial in demonstrating your fit for this role.
We think you need these skills to ace Customer Care Representative (Greater London)
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 the brand. Mention specific experiences that demonstrate your ability to handle customer inquiries and manage multiple tasks effectively.
Showcase Communication Skills: Since great communication is key for this role, ensure your application reflects your writing skills. Use clear and concise language, and maintain a professional yet friendly tone throughout your documents.
Highlight Relevant Experience: In your application, specifically mention your experience in managing customer queries, handling disputes, and working in a fast-paced environment. Provide examples of how you've successfully resolved customer issues in the past.
How to prepare for a job interview at Khanum's
✨Show Your Customer Service Skills
Prepare to discuss specific examples of how you've provided exceptional customer service in the past. Highlight your ability to handle difficult situations calmly and effectively, as this role requires strong interpersonal skills.
✨Familiarise Yourself with the Brand
Research Khanum’s brand values and products thoroughly. Demonstrating your enthusiasm for the brand during the interview will show that you are genuinely interested in representing them well.
✨Be Ready for Technical Questions
Since experience with Gorgias, Shopify, and PayPal is essential, be prepared to discuss your familiarity with these platforms. You might be asked to explain how you've used them in previous roles or how you would approach certain tasks.
✨Demonstrate Your Organisational Skills
Given the fast-paced nature of the role, be ready to talk about how you manage your time and stay organised. Share strategies you've used in the past to handle multiple tasks efficiently, especially in a small team environment.
