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- Tasks: Deliver top-notch online customer support and manage product information for an amazing shopping experience.
- Company: Join a dynamic e-commerce team focused on customer satisfaction and digital excellence.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Why this job: Be the voice of the customer and make a real difference in their online shopping journey.
- Qualifications: Experience in customer service and e-commerce; strong communication and analytical skills.
- Other info: Fast-paced environment with a focus on collaboration and innovation.
The predicted salary is between 36000 - 60000 £ per year.
The E-Commerce Customer Support Specialist plays a pivotal role in ensuring a seamless, customer-first digital experience. This position is focused on providing advanced online customer service, resolving escalated issues, and supporting the accuracy and effectiveness of our e-commerce operations. In addition to customer interaction, this role is responsible for product merchandising activities to maintain accurate, complete, and optimized product information across the website.
This position is ideal for an experienced professional who thrives at the intersection of customer service, digital platforms, and product data management, with the ability to improve both customer satisfaction and online sales performance.
EDUCATION & EXPERIENCE:
- BA/BS degree in Business, Marketing, Communications, or related field (or equivalent experience).
- 1-3 years of experience in online customer service, e-commerce operations, or digital product management.
- Familiarity with CRM platforms (Microsoft Dynamics, NetSuite, Salesforce, or similar) and ERP systems.
- Experience with marketing automation tools (HubSpot or equivalent).
- Proficiency in web content management systems and product merchandising.
- Experience with web analytics tools (Google Analytics, GA4, or equivalent).
KEY COMPETENCIES:
- Customer Excellence: Skilled in managing escalated service issues, delivering fast, professional, and empathetic resolutions.
- Product Merchandising Expertise: Ability to maintain product accuracy, enrich product content, and ensure complete information is visible to customers.
- Digital Fluency: Proficient with ERP, CRM, chat portals, and e-commerce CMS systems.
- Analytical Thinking: Use data to identify service bottlenecks, product information gaps, and areas for improvement.
- Cross-Functional Collaboration: Work closely with Marketing, IT, Product, and Operations to optimize both customer support and product content.
- Communication: Clear, professional written and verbal communication tailored for customer-facing and internal audiences.
- Adaptability: Comfortable handling shifting priorities and managing high-demand periods in digital operations.
ESSENTIAL RESPONSIBILITIES:
- Serve as a senior escalation point for complex customer service issues across online channels (chat, email, portal).
- Manage inquiries related to orders, account issues, product availability, and service support.
- Oversee web chat portal operations to ensure consistent, high-quality engagement with online customers.
- Partner with Marketing and IT to identify and implement website and service functionality improvements.
- Support customer retention through service excellence, proactive resolution of issues, and ensuring an easy online experience.
- Perform product merchandising tasks:
- Audit product listings for accuracy, completeness, and compliance with standards.
- Enrich product content with specifications, descriptions, images, and documentation.
- Ensure products are searchable, properly categorized, and optimized for user experience.
Ecommerce Customer Support Specialist in Southampton employer: PEI-Genesis
Contact Detail:
PEI-Genesis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce Customer Support Specialist in Southampton
✨Tip Number 1
Get your networking game on! Reach out to folks in the e-commerce and customer support space. LinkedIn is a goldmine for connecting with industry professionals who can give you the inside scoop on job openings or even refer you directly.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, highlight your experience with CRM platforms and web analytics tools. Share specific examples of how you've improved customer satisfaction or streamlined operations in past roles.
✨Tip Number 3
Be proactive! If you see a company you're keen on, don’t wait for them to post a job. Reach out directly through our website and express your interest in working with them. A little initiative can go a long way!
✨Tip Number 4
Prepare for those interviews! Brush up on your product merchandising knowledge and be ready to discuss how you can enhance the online customer experience. Practice answering common questions about handling escalated issues and collaborating with cross-functional teams.
We think you need these skills to ace Ecommerce Customer Support Specialist in Southampton
Some tips for your application 🫡
Show Off Your Customer Service Skills: When you're writing your application, make sure to highlight your experience in online customer service. We want to see how you've handled escalated issues and provided top-notch support in the past. Use specific examples to show us your customer excellence!
Get Technical with Product Merchandising: Since this role involves product merchandising, don’t forget to mention any experience you have with maintaining product information. Talk about how you've enriched product content or ensured accuracy in listings. We love seeing candidates who can optimise the online shopping experience!
Be Data-Driven: We’re all about using data to improve our services. In your application, share how you've used analytics tools to identify issues or improve processes. This shows us that you can think analytically and make informed decisions to enhance customer satisfaction.
Tailor Your Communication Style: Make sure your written application reflects clear and professional communication. Since you'll be interacting with customers and internal teams, we want to see that you can adapt your tone and style. Keep it friendly yet professional, just like we do at StudySmarter!
How to prepare for a job interview at PEI-Genesis
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills, especially in an e-commerce context. Be ready to share specific examples of how you've handled escalated issues or improved customer satisfaction in previous roles.
✨Familiarise Yourself with Tools
Since this role involves using CRM and ERP systems, it’s a good idea to get comfortable with platforms like Microsoft Dynamics or Salesforce. If you’ve used similar tools, be prepared to discuss how you leveraged them to enhance customer interactions.
✨Show Off Your Analytical Skills
This position requires analytical thinking, so come prepared with examples of how you've used data to identify problems or improve processes. Whether it's through Google Analytics or other web analytics tools, demonstrate your ability to turn data into actionable insights.
✨Collaboration is Key
Highlight your experience working cross-functionally with teams like Marketing and IT. Share stories that showcase your ability to collaborate effectively, especially when it comes to optimising customer support and product content.