Customer Service Assistant

CUSTOMER SERVICE ASSISTANT - JOB DESCRIPTION 

Role: Customer Service Assistant

Department: Customer Service 

Reporting To: Customer Service Representative

Days / Hours: Monday to Friday - 9am to 5pm

Location : Hoxton, London, United Kingdom

The primary purpose of this role is to provide comprehensive support to the Customer Service team and the business. To give the best customer service possible, responding to inquiries from prospective, current and past customers in a timely manner whilst successfully using both technical expertise, critical thinking and interpersonal skills to run and achieve customer success.

The Key Responsibilities Are: 

      Email, Gorgias and Shopify Order Management: 

• Provide customers with a very 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. 
• Manage and close tickets on Gorgias
• Assisting with customer enquiries and providing personalised product information.
• Interacting with customers via email, website chat, dm's and phone.
• Assisting with product exchanges and refunds. 
• Managing 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. 

   Customer Success Management: 

• Converting queries via DM's on social media or emails or Gorgias
• Manage feedback and take care of all customers post purchase
• Be reactive and proactive to queries and assistance
• Prioritise urgent cases with resolutions
• Build strong credible relationships with our clients by supporting them to optimise and maximise their return on investment (ROI) from our offering
• Act as the “voice of the customer” internally and use this valuable feedback/insights to drive the customer experience
• Seek out any obstacles that are stopping customers achieving maximum ROI from their investment with us and be a positive voice for change internally to help remove them
• Actively organise and manage operational and strategic business reviews with customers via a Trust Pilot strategy to increase positive reviews
• Develop and maintain a deep understanding of our customer’s business drivers
• Monitor and measure customer satisfaction and take proactive action to remedy any concerns
• Continually improve knowledge of Khanum's offerings and the customer’s needs to ensure that you are delivering the best possible service
• Liaise with internal teams to ensure client needs are being met
• Partner with internal teams to manage customer success metrics and expectations
• Analyse and monitor customer data to draw insights and optimisations, communicating those findings and adjusting campaigns for better performance (if required)
• Drive efficiency in our client relationships and demonstrate a tenacious spirit that is adaptable, doesn’t accept the status quo and won’t allow the current landscape to be a blocker to driving long term customer value

Monthly Reporting: 

• Daily / weekly and monthly reporting on customer success

Qualifications & Experience: 

• 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. 
• A minimum of one years’ experience in an online fashion or retail environment. 
• 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: 

• Empathetic and solution based
• Ability to remain calm and handle multiple tasks. 
• Strong grit to handle difficult conversations with 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.
• Meets deadlines

Skills and Knowledge

You'll need:

• Customer service skills
• Administration skills
• Patience and the ability to remain calm in stressful situations
• The ability to accept criticism and work well under pressure
• Business management skills 
• To be thorough and pay attention to detail
• The ability to work well with others
• The ability to use your initiative
• Attentive reading of emails from customers
• Empathy and compassion
• To be able to use a computer and the main software packages competently

Duties and responsibilities not limited to the above.

Flexibility may be required during busy periods.