Customer Service Executive

About The Sports Edit

The Sports Edit (TSE) is one of the UK’s fastest growing ecommerce retailers, built to inspire customers to get out there, get sweaty and feel good. It is Europe’s leading curator of premium activewear, partnering with 50 leading brands.

Job Description

Customer Service is one of the four pillars of our business, providing our customers with exceptional customer service is the foundation of everything we do. Reporting into the Ecommerce Manager, you’ll work together to deliver best-in-class experience. to maintain our strong NPS score, drive loyalty, ensuring efficiency and making sure SLA’s are met

Key Responsibilities

Responsibilities will include:

- Day-to-day management of customer service channels including phone, email, social media ensuring internal SLAs are met
- Management of marketplaces - order processing, refunds and managing communication with external teams.
- Management of customer refunds and work with Ecommerce Executive and Finance team on returns analysis to improve on site experience and returns rate.
- Work with Ecommerce Executive on reviews analysis to ensure customer satisfaction is met and identifying areas for improvement.
- Liaise with Buying & Merchandising team to deal with faulty products
- Pre orders
- Fraud management

Operations - you’ll work closely with our 3PL team to:

- Ensure SLAs for order processing and returns are delivered
- Ensure quality control of packaging to give customers a great unboxing experience
- Oversee logistics issues
- Review system processes ensuring efficiency

Prerequisites

What you’ll need

- Be passionate about and have proven experience providing excellent customer service
- Social media knowledge
- Fluent in written and spoken English
- Strong computer skills and ability to learn quickly
- Highly personable, proactive and high energy with a can do attitude
- Organisational skills and the ability to work well under pressure
Of advantage

- Experience using customer service system such as Zendesk or Gorgias
- Experience of Shopify

Benefits

What we can offer you!

- Salary: up to £24000 depending on experience
- Up to 20% performance based bonus
- Part of a highly motivated team scaling a fast growing business
- A role that will constantly change and evolve with the business
- Flexible working, with a combination of office days and work from home days

Job Details
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