Customer Service Assistant

CUSTOMER SERVICE ASSISTANT - JOB DESCRIPTION Role: Customer Service AssistantDepartment: Customer Service Reporting To: Customer Service RepresentativeDays / Hours: Monday to Friday - 9am to 5pmLocation : Hoxton, London, United KingdomThe 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 GorgiasAssisting 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 GorgiasManage feedback and take care of all customers post purchaseBe 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 offeringAct as the “voice of the customer” internally and use this valuable feedback/insights to drive the customer experienceSeek 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 themActively organise and manage operational and strategic business reviews with customers via a Trust Pilot strategy to increase positive reviewsDevelop and maintain a deep understanding of our customer’s business driversMonitor and measure customer satisfaction and take proactive action to remedy any concernsContinually improve knowledge of Khanum's offerings and the customer’s needs to ensure that you are delivering the best possible serviceLiaise with internal teams to ensure client needs are being metPartner with internal teams to manage customer success metrics and expectationsAnalyse 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 basedAbility 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 deadlinesSkills and KnowledgeYou'll need:Customer service skillsAdministration skillsPatience and the ability to remain calm in stressful situationsThe ability to accept criticism and work well under pressureBusiness management skills To be thorough and pay attention to detailThe ability to work well with othersThe ability to use your initiativeAttentive reading of emails from customersEmpathy and compassionTo be able to use a computer and the main software packages competentlyDuties and responsibilities not limited to the above.Flexibility may be required during busy periods.