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- Tasks: Deliver exceptional customer service and manage e-commerce logistics daily.
- Company: Join La Coqueta, a renowned British children's wear brand with a Spanish flair.
- Benefits: Enjoy a full-time role with opportunities for growth in a vibrant environment.
- Why this job: Be part of a passionate team creating beautiful children's clothing while making a global impact.
- Qualifications: Excellent English skills and a love for e-commerce and children's fashion are essential.
- Other info: This entry-level position is perfect for high school and college students eager to learn.
The predicted salary is between 24000 - 36000 £ per year.
Overview: This role will be responsible for the daily running of customer service and e-commerce logistics. The ideal candidate will have a proven track record of delivering high quality customer service as well as a keen eye for detail. This role requires a keen problem solver with a can-do attitude.
About The Company: La Coqueta is a digitally native, Spanish inspired, British based children\’s wear brand. Synonymous with high quality materials and craftmanship, La Coqueta is a globally recognised brand, renowned for practical yet beautiful designs and a strong focus on attention to detail. London is our home, with our range available in our flagship store in Notting Hill and stockists around the world. With the loyal support from our London customers, we were able to set up our eCommerce operations, launching an international online store that delivers La Coqueta to families around the world. Creating luxury children’s clothing from newborn to age 10, La Coqueta strives to represent all ages, lifestyles, and nationalities.
- Deliver outstanding customer service to La Coqueta customers
- Maintain and improve La Coqueta review scores
- Ensure logistics solutions are in-line with customer expectations and budget
- Measure and reduce response time to customers, report on improvements to wider team
Key Accountabilities & Responsibilities:
Customer Service
- Act as the voice of La Coqueta, delivering exceptional service to customers and resolving inquiries through helpful and kind interactions via email, phone calls, WhatsApp and Live chat
- Develop and distribute key customer service performance reports and feedback with the wider team
- Increase customer satisfaction measured through reviews and customer surveys, and report on findings with recommendations for improvements whilst reducing response time
- Manage Gorgias our customer service tool making suggestions for great efficiencies within the role
- Responsible for handling customer escalations, ensuring that all interactions receive top-notch support and empathy throughout the customer’s experience
- Intimately understand all the potential pitfalls for a customer and be an expert on all of La Coqueta’s processes
- Ensure all communication channels are covered during working hoursand provide solutions and ideas i.e. AI on how international customer service requests can be managed more effectively outside of UK business working hours, especially in the US
Customer Management
- Personally build a relationship with VIP clients via telephone, email and WhatsApp
- Informing VIP clients of new product launches and seasonal promotions
- Grow and increase the lifetime value of VIP customers
- Research and make recommendations for more efficient management of customer communication by using AI and improving tech stack
E-Commerce Logistics
- Manage the ordering process of all La Coqueta online, marketplace orders to ensure all orders are being processed correctly through the systems to 3PL
- Ensure the warehouse processes customer returns in a timely manner. Whilst managing the internal refunding process for customers
- Track and follow up with any claims with couriers on lost/returned parcels
- Respond efficiently to any custom clearance correspondence to ensure no international orders are delayed at customs
- Internal contact for 3PL escalations alongside COM ensuring any issues are communicated with the wider team
- Manage the day-to-day function of all click & collect orders
Social Media
- Instagram account management: addressing customer service queries and direct messages
- Process all gifting orders for the business
Administration
- Manage all head office administration
- Support the Retail Store with special requests, such as managing small replenishments for VIP stock orders
- Assist with picking and preparing products for photoshoots
- Liaise with model applications for photoshoots and assist COM with the casting
Key Skills:
- Excellent written and spoken English
- A passion for e-commerce and logistics
- Warehouse/logistical experience
- Willingness to lead by example
- Love for children’s fashion
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Full-time
-
Industries
Retail Apparel and Fashion
Referrals increase your chances of interviewing at La Coqueta Kids by 2x
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Ecommerce Customer Service Assistant employer: La Coqueta Kids
Contact Detail:
La Coqueta Kids Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce Customer Service Assistant
✨Tip Number 1
Familiarise yourself with La Coqueta's brand values and product range. Understanding their commitment to quality and craftsmanship will help you connect better with customers and demonstrate your passion for the brand during any interactions.
✨Tip Number 2
Brush up on your customer service skills, especially in handling inquiries through various channels like email, phone, and live chat. Practising empathetic communication can set you apart as a candidate who truly understands the importance of customer satisfaction.
✨Tip Number 3
Gain some knowledge about e-commerce logistics and common challenges faced in this area. Being able to discuss potential solutions or improvements during your interview will show that you're proactive and ready to contribute from day one.
✨Tip Number 4
If you have experience with customer service tools like Gorgias, be sure to highlight it. Familiarity with such platforms can give you an edge, as it shows you're ready to hit the ground running and improve efficiencies in the role.
We think you need these skills to ace Ecommerce Customer Service Assistant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and e-commerce logistics. Use specific examples that demonstrate your problem-solving skills and attention to detail, as these are key attributes for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for children's fashion and e-commerce. Mention how your previous experiences align with La Coqueta's values and how you can contribute to their customer service excellence.
Showcase Communication Skills: Since the role involves various communication channels, emphasise your written and spoken English proficiency. Provide examples of how you've effectively communicated with customers in past roles, especially in resolving inquiries.
Highlight Technical Proficiency: Mention any experience with customer service tools like Gorgias or similar platforms. If you have knowledge of AI solutions for customer service, be sure to include that as well, as it aligns with the company's focus on improving tech stack.
How to prepare for a job interview at La Coqueta Kids
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering exceptional customer service. Share examples from your past experiences where you went above and beyond to help a customer, as this aligns perfectly with La Coqueta's commitment to outstanding service.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've successfully resolved customer issues. Highlight your ability to think on your feet and provide solutions, as this role requires a keen problem solver with a can-do attitude.
✨Familiarise Yourself with the Brand
Research La Coqueta’s products, values, and target audience. Understanding the brand's ethos will not only impress your interviewers but also help you tailor your responses to show how you can contribute to their mission of high-quality children's fashion.
✨Highlight Your E-commerce Knowledge
Since the role involves e-commerce logistics, be ready to discuss your experience or knowledge in this area. Mention any relevant tools or systems you've used, and how you can apply that knowledge to improve customer satisfaction and streamline processes at La Coqueta.