Customer Service And Ecommerce Assistant
3 weeks ago
The Digital Team loves enhancing the online shopping experience and goes above and beyond in helping our customers. As a Customer Service and eCommerce Assistant, you will be the first point of support for our customers on a variety of enquiries which can range from styling advice to order assistance. The role involves interacting with customers through various channels such as chat, email, and social media, with a focus on creating positive and effortless interactions. Additionally, you will be responsible for supporting the operations of our online store and ensuring that our platforms are fully optimised to drive growth and performance.
Key Responsibilities
CUSTOMER SERVICE
- Handle customer enquiries via live chat, phone, and social media and resolve issues professionally and promptly.
- Maintain accurate and detailed records of customer interactions.
- Collaborate with various internal teams such as the Digital and Warehouse team to address customer needs and also improve processes.
- Have a solid understanding of products and policies to provide helpful information to customers.
- Monitor customer feedback and report trends to the team to improve service quality.
ECOMMERCE
- Responsible for product management by ensuring that all products are uploaded, maintained, and updated with accurate information including descriptions, imagery, and pricing.
- Collaborate with internal teams to brief and execute website content updates.
- Manage on-site search and merchandising strategy, driving performance through cross-sell and up-sell opportunities to increase AOV.
- Assist in planning and delivering content strategies for digital campaigns (e.g., EDMs) and ensure they are briefed, approved, and scheduled in line with the marketing calendar.
- Coordinate with marketplace partners and manage products and promotions on marketplace channels.
- Provide insights through data analysis and customer feedback to identify opportunities to improve the customer experience and increase online sales.
ABOUT YOU
- You have proven experience in Customer Service and/or an eCommerce environment, preferably through retail or within the fashion industry.
- You are an excellent communicator with active listening and problem-solving skills, with a proactive approach to resolution.
- You have strong planning, project management, and organisational skills with attention to detail.
- You possess excellent time management skills and can prioritise tasks effectively.
- You are self-driven and able to work autonomously and collaboratively within a team.
- You have a results-driven attitude, combined with a passion for eCommerce and user experience.
- You have solid computer skills (experience with Shopify, Klaviyo, Searchspring, and Gorgias is an advantage) and the ability to quickly learn and familiarise yourself with new software.
FOR YOU
- Generous staff discount for both Blanca Studio and Reliquia Jewellery.
- Supportive team culture and environment.
- Investment in career growth and development within a fast-growing business.
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