Specialist Services Administrator

Permanent, Full Time ~ Hybrid Working ~Perks including Staff Discount, Cycle to Work & Summer Hours ~26 Days Annual Leave + Bank Holidays Wax London is a fast growing Menswear brand with ecommerce, retail and wholesale channels. Known for our use of characterful fabrications and exceptional customer service, we are delivering something different to the menswear market. We are looking for an enthusiastic self-starter to join our tight-knit head office team in Camden. Prior experience and/or a keen interest in men\’s fashion. ~ 1-3 years experience with Gorgias & Zedonk software desirable but not essential. Providing multichannel customer service using Gorgias helpdesk, answering both general/specific customer questions about products. Responsibility for monitoring and responding to all reviews and complaints/issues from Reviews.Tracking customer service KPIs and metrics such as First Response Time, Resolution Time, First Contact Resolution, and Customer Satisfaction Score. Developing soft skills such as good listening, clear communication, empathy, ability to use positive language, and more. Active involvement with the development and creation of helpful content for customers and prospects that may include writing knowledge base articles, FAQs, help manuals, how-to guides, troubleshooting documentation, and more. Help monitor order queues and flag delays or stock issues.